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Chapter 30. Complaint-Solving Model

Try using this six-step process to solve complaints.

Step 1 Empathize. Acknowledge the person’s feelings.

Step 2 Apologize if appropriate and state that you want to help.

Step 3 Probe for further information.

Step 4 Repeat the person’s concern to make sure you’ve understood.

Step 5 Explain options or actions you will take to correct the problem.

Step 6 Restate your position and end pleasantly.


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