Page 33 - CUST SVC TEXTBOOK 2020
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5. 10.5 What to Do If You Cannot Resolve Complaints
There will always be complaints that cannot be resolved. They are the unreasonable ones as
they may be made up, exaggerated or a case of sabotage. On the other hand, complaints that
are reasonable are usually true and can be resolved.
When Service Providers are unable to resolve a complaint at their level, they must always refer
it to their Supervisors/Managers. Service Providers must not leave complaints unattended to.
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