10 steps in handling complaints in airline industry


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There are ten steps involved in handling complaints effectively. They are mentioned below.

 

1)      The frontline employee handling complaints should stay calm under any circumstances.

2)      Let the customer get the story off their chest- do not interrupt, this will only cause irritation. In this case listening skills comes into picture.

3)      Avoid admitting any liability at this stage. The officer just need to show concern like, “I’m sorry for the inconvenience, let me see what I can do”. Give attention to the customer, make him feel important.

4)      Get facts by using question and try to find out the real and whole story behind it.

5)      After listening and collecting data, just identify appropriate action considering company’s policy and customer’s expectation.

6)      Take action if you have authority or involve manager or concerned person.

7)      If corrective action cannot be taken immediately, tell the customer. It’s better to give bad news rather giving false news.

8)      Record the action to be taken and inform anyone else in the organization involved.

9)      Look into the matter, provide a proper follow-up.

 


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