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Any customer want to listen from you is that you are sorry about the issue and inconvienience caused otherwise it would be rude and carless attitude towards him/her as they want to feel good as they paid money to buy a product or service.
Assure him you will solve this issue and then get what is exact problem which department can solve it is it technical or admin issue.
Then provide a right solution and also ask if any other help he /she wants and offer same if its yes.
Again apologize and assure better service in future.
Follow8-D steps for better customer complaint handling.
Acknowledge compalint when you recieve it, Validate the complaint.
D0 - Recognizing a problem
D1-Define team
D2-Define problem
D3-Containment actions
D4-Root cause analysis - do it for occurence, escape and systemic causes
D5-CA plan - do it for occurence, escape and systemic causes
D6-Verification of actions implemented
D7-Preventing actions - Learning from the experience of CA implementation - how to deploy in other areas
D8-Congratulate team through recognition, demonstrating their work to larger audience and senior management, assigning them tougher challenges to crack...etc
the8 D is a great way to illustrate how to handle a complaint.
i just wanted to add, if you need a a management system for handling complaint, then i suggest you follow the ISO10002.
You were lucky, because i found a free source to download the standard
http://thuvienkhcn.vinhlong.gov.vn/tailieukhcn/data/TieuChuantoanvan/ISO/ISO_10002_2004.pdf
1.Read the summons and complaint that you were served with carefully. The summons and complaint will tell you how much time you have to file a response.
2.Consult an attorney to determine if the pending lawsuit is too complicated for you to resolve without legal assistance.
3.Research the rules for your area regarding how to respond to a civil complaint if you decide not to retain the assistance of an attorney. Although the format and procedure for answering a legal complaint is similar in most areas, always read the court rules for your jurisdiction prior to drafting any legal document.
