FPS Complaints – Six Key Steps
Remember the ‘Six Key Steps’
Six key steps to good complaints handling:
- Learn to listen – hear the complaint right through.
- Your first response must be words of empathy.
- Don’t justify or apportion blame.
- Collect further facts you need to know by asking suitable questions.
- Agree a course of action with the person making the complaint.
- Ensure it is carried out – follow the agreed course of action all the way through to completion.