Page 99 - Red Book Rev 7.2_Neat

Angry customer calls unhappy about a situation – what’s the best way to
deal with this?

1. Listen to the issue the customer has, understand the situation & apologise.

2. Always stay calm – reassure the customer that we will always try our best to resolve the
situation.

3. What outcome is the customer looking for?

4. Try find a solution – get help if needed from CKW, suppliers or reps.

5. If we or our supplier were at error – make note, inform those involved, learn from where we
went wrong. Let the customer know you will investigate it internally. Feefo heads up to SD.

6. If the issue is really sour is there anything more we can do to say sorry? IE discount code for

next order, sorry hamper etc.

Customer advises they have received the incorrect item

1. Confirm the customers details – Business name, postcode & confirm the item they believe is
incorrect (especially if a large order).

2. Establish how the order was paid: Internet order (Sage Pay) or Phone order (Sage200/BACS).

3. If it was an online internet order you will be able to cross check the item ordered either via
Sage Pay transaction or Rebecca's emails (receives the INT orders).

4. If it was a phone order, see if the customer was sent a quote / PF – is there any memos about
previous discussions? Speak to the sales person see if the conversation is recalled. Check call
recording if it comes down to that.

5. Is the customer willing to accept a discount if a minor error? If they require the correct item
find out about restocking / collection fees. We may need to cover this if our error.

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Red Book Revision 7 12 November 2019