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All complaints from the customer must be made known to the manager even if its says about a person's personal service standards. I believe in this case, it require's managerial level to act and talk with the customer. Since the customer's complaint is personal against the representative it is better not to make them both exchange words to avoid further conflict. This will both benefit the company and the staff and at the same time the customer will feel valued that his concern is being properly addressed.
yes, because all complaints of the customers must be know by the manager or supervisor. I immediately apologize to the customer. but on the other hand as the customer service personnel you need to solve the problem first , try your best to solve it. i will try to listening to customer what is the problem and i will try to talk to them calm and good manner. but if she/he insist to talk to manager we will go together.
As I'm the person responsible for service excellence , i will solve the complaint and evaluate the complaint, if its valid i'll ask the top management to change the policy
first, I would personally apologize to the customer with full of respect and gratuity and try my best to build a good relationship with them despite of what happened and knowing my fault would help me improve myself. i would definitely report it to my manager for HIm/her to be aware of my mistake to build the managers trust whatever the consequences are.
I would initially make efforts to resolve the problem the customer has first so that they leave with a positive experience based on their feedback. If the customer still wishes to complain, i would report this to my line manager and explain the efforts made to resolve the issue as well.
If this will be the case. I will going to Apologize first, and Hear them out and know what the complaints about, and try to solve the problem by myself.
In such cases, you should try to resolve the issue from your end first. Empathy, apology and professionalism are the weapons to resolve it from your end. Because at workplaces, anything which can solved from the front end should be done so. If it goes beyond your boundaries, then you must escalate it to your manager even if it goes against you. Escalating every complaint to the manager is a form of inefficiency, so you must segregate which one should be forwarded and which one you should try to solve at first end. And of course it depends on the type of complaint, organizational policy and severity of the complaint.
I will not report it to my managment, but on the other hand i will sortout the issue with the customer in a positive way. if the issue can be resolved by me and under my control
in that case , i had to be polite listen to him and after gave a satisfactory answer , i would like to solve it self that will boost my energy and next time i will not happen.
I would definitely approach an angry customer with smile,try to stay calm and positive and uncover the reason why he was unsatisfied or behave offensively,once I uncover this reason,Iwould try to solve his problem,good customer assistant would'nt be afraid of angry customer.,also i will deliver the situation to the manager,for he will know my experience and how i cope with the situation.
I would share with my boss if neccesary otherwise i would acct on feedback received.
