Complaints: facts, then the remedy you are allowed to give

8 questions · about 10 minutes. Pass mark 70%.

1. A caller is angry. What is a useful first move?
2. You can fix part of it within the rules. What do you say?
3. They want a written record. What do you write?
4. The complaint is about a colleague. What do you do?
5. They want a refund you cannot give, and you can replace the item. What do you say?
6. You do not have their order in front of you. What is the useful next step?
7. A person is shouting in a shop with other customers nearby. What helps?
8. You have done the part you can do, and a manager must decide the rest. What do you tell them?