Complaints in four steps.

A practical prompt for a customer service conversation. Adapt it to your organisation’s procedures and authority limits.

1. Listen

   Let the customer explain without interruption. Acknowledge the problem in clear, respectful language.

   “I’m sorry it arrived damaged. Tell me what happened.”

2. Clarify

   Check the order, the issue and what has happened so far. Confirm the details before proposing a solution.

   “Let me check the order and make sure I understand.”

3. Act

   Agree the next step within your authority. Explain what will happen, who will act and when the customer can expect an update.

   “I can arrange that. I’ll confirm the next step by…”

4. Follow through

   Record the complaint, agreed action and owner. Check that the action happened and update the customer as promised.

   “I’m following up on the action we agreed.”