Handle complaints with class

> Let the person talk. Don´t interrupt!

> Listen empathetically with full attention.

> If you can, be of help personally.

> If you cannot be of help personally, transfer the call to the person most likely to be able to help.

> Never be defensive or rude.

> Never become emotional.

> Never tell the caller what you cannot do.

> Take notes and repeat the person´s words back.

> Tell the caller what you can do, then do it promptly.



(written by Valerie Sokolosky, in The Little Instruction Book of Business Etiquette)