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satisfaction, so it should be prioritized.

2. What should be considered when taking care of complaints?

Sample answer:
In business, complaints are inevitable. It is important to stay calm and to listen to the
issue properly. The best solution should be offered, along with sincerest apologies for
the inconvenience that has been caused. Properly handling will gain back the cus-
tomer’s trust and patronage.

3. In the customer service field, are you familiar with the walker and the talker
type of customer?

Sample answer:
A walker just walks away without airing his complaints. Once upset or dissatisfied with
a service or product, he won’t complain about it. He will proceed to influence other
people not to patronize the product or service. On the other hand, a talker will express
his frustration. It’s better this way because you’ll have the chance to pacify him and
make up for the shortcomings.

1. You are an entrepreneur. You’ve noticed that the dissatisfaction rating of
your product is increasing. You decided to form a complaint team.

Sample answer:
Welcome team. You have been chosen to be the pioneers of the complaint division.
The company’s ratings are no longer impressive. Our team’s goal is to convert dissat-
isfaction to satisfaction. You will undergo training on handling objections and com-
plaints. With this, our customer satisfaction rating will surely increase. Shall we start
with taking suggestions?

2. You are a supervisor. A customer calls and has an axe to grind against your
representative. The customer was screaming and complaining about the
poor service given by one of your members.

Sample answer:
I understand where you’re coming from Madam. I’m so sorry to hear about your in-
convenience. I’ll make sure that this won’t happen again. I’ll run through your account
and check on your dispute. As the supervisor on duty, I will personally check into the
problem and find solution for it. I’ll be asking some questions, so we can arrive at an
appropriate solution. I assure you that you’ll get a quick resolution. Kindly stay on the
line and I’ll work on your issue. Thank you very much.

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