From the course: Handling Customer Complaints with Empathy

Unlock this course with a free trial

Join today to access over 24,900 courses taught by industry experts.

Preventing customer complaints from escalating

Preventing customer complaints from escalating

From the course: Handling Customer Complaints with Empathy

Start my 1-month free trial Buy for my team

Preventing customer complaints from escalating

“

- Deescalating complaint situation is crucial, because it will prevent the problem from getting worse. Let me give you an example. I once went to Liverpool Street Station to catch a train to the airport. But when I got there, I saw that my train and the next one were canceled. I quickly went to the help desk to ask for assistance, because I was worried about missing my flight. And this is what the employee told me, "Yes, many train have been canceled today. You can buy a bus ticket though, the next bus leaves in 30 minutes." At this point, I complained, because I didn't want to pay for another ticket since it wasn't my fault that the trains were canceled. He replied, "There is nothing I can do about it." His answer really got to me, and I had to escalate the issue to his supervisor to resolve my problem. What do you think the help desk employee could have done to avoid the complaint from escalating? He should have apologized for the situation and empathize with me. Many customer…

Contents