How to respond to complaints Essay Example for Free

How to respond to complaints Essay ceaselessly dramatize the settings procedure policy when dealing with complaints. Complaints whitethorn be telephoned in, emailed or in soulfulness and there will be a different protocol and timescale to follow.When dealing with a complaint face to face keep calm and listen. The mortal complaining may be angry and I need to stay calm ensure they slew see Im listening and never raise my voice and avoid it escalating. If the discussion is infront of others deliver to move it somewhere that is more confidential, trying to move the discussion may also help if the person is very angry or upset. Gives them a couple of minutes to calm down while you re-locate. Always show that youre listening and giving them your whole attention, never look dismissive. Reflect back on what theyve said repeating back key points so they can hear youve understood and listened to what theyve said. It also helps cozy up if Ive misunderstood a point so they can corre ct me. Always apologise if I am in in the wrong, misunderstood or forgotten an instruction.Explain what actions I can cope to correct the situation. For example a parent asked me to not give their child any sweet foods. other child had brought in a cake for their birthday and I had forgot to write the parents wish on the board, wind to the child eating some cake. I could apologise, admit fault and ensure the parent that the notice would right off be placed on the appropriate board. The next day when they dropped the child off I could incur a private talk with the parent/carer and show that it is now on the board and I did follow up and correct the mistake. In some cases an explanation or apology will not soundness the situation. Discuss a compromise that suits everybody to bring out a win/win solution. The main function when dealing with complaints is to stay calm, listen and to be tactful, dont make any personal comments that may cause the situation to escalate. Choose my wo rds wisely and think before I speak.