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Even if you cant solve the problem immediately at

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Unformatted text preview: pter 9). Most routine responses should take your company’s specific policies into account and address the following points: ● ● ● ● ● ● Acknowledge receipt of the customer’s claim or complaint. Even if you can’t solve the problem immediately, at least let the other party know that somebody is listening. Take (or assign) personal responsibility for setting matters straight. Customers don’t want their complaints to fall into a bureaucratic black hole. Sympathize with the customer’s inconvenience or frustration. Letting the customer see that you’re on his or her side helps defuse the emotional element of the situation. Explain precisely how you have resolved or plan to resolve the situation. If you can respond exactly as the customer requested, be sure to communicate that. If you can’t, explain why. Take steps to repair the relationship. Keeping your existing customers is almost always less expensive than acquiring new customers, so look for ways to go beyond simply granting the claim or fixing the problem, such as offer...
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