Lesson 2 – Receiving and Acknowledging Complaints

2.1 The first response

When receiving a complaint, employees should:

• Remain calm and professional.
• Listen without interrupting unnecessarily.
• Allow the customer to explain the concern.
• Acknowledge the customer’s dissatisfaction.
• Ask neutral questions to clarify the issues.
• Avoid making assumptions.
• Explain what will happen next.
• Provide information about MyEstate’s complaints procedure.

2.2 Responses to avoid

Employees should not:

• Argue with the complainant.
• Dismiss the concern as unimportant.
• Blame another employee, contractor or customer.
• Suggest that the customer is being unreasonable.
• Promise an outcome before an investigation.
• Admit legal liability without authority.
• Delete or conceal relevant communications.
• Discourage the customer from making a formal complaint.
• Treat the complainant adversely because they raised a concern.

2.3 Showing empathy without prejudging the complaint

Appropriate statements include:

“Thank you for bringing this to our attention.”

“I understand why you are concerned.”

“I will ensure that your complaint is recorded and referred to the appropriate person.”

An acknowledgement of concern is not necessarily an admission of fault or legal liability.

2.4 Acknowledging the complaint

The acknowledgement should normally:

• Confirm the date the complaint was received.
• Summarise the issues raised.
• Identify the person handling the complaint.
• Explain the next stage.
• State the expected response timescale.
• Request any missing information.
• Provide a copy or link to the complaints procedure.
• Explain how the customer may communicate additional information.

Lesson activity

Learners compare a defensive complaint response with a professional acknowledgement and identify the improvements required.