Customer Service
Complaint handling
A simple, fair process for handling complaints so customers feel heard and issues get resolved.
- 1
Listen & acknowledge
Let the customer explain without interrupting. Acknowledge the issue and thank them for raising it. Stay calm and don’t take it personally.
- 2
Record the details
Capture what happened, when, and what the customer wants. Use the feedback form so it’s logged and tracked with a reference.
- 3
Resolve where you can
Many complaints can be fixed at first contact. Do what’s within your authority to put it right, and explain what you’re doing.
- 4
Escalate if needed
If it’s beyond what you can resolve, escalate to your team leader or manager. Brief them first so the customer doesn’t repeat their story.
- 5
Follow up & close
Make sure the customer knows the outcome. Confirm they’re satisfied, record the resolution, and close the complaint.
Good practice — the LEARN approach
A simple way to remember how to handle a complaint well:
- Listen — give the customer your full attention.
- Empathise — acknowledge how they feel.
- Apologise — for the experience, sincerely.
- Resolve — take action or escalate.
- Notify — let them know the outcome.
If a customer is abusive or you feel unsafe, you don’t have to tolerate it — calmly let them know you want to help, and involve your supervisor.