Checklist

Complaint Handling Checklist

A step-by-step response checklist for support teams — so complaints are handled consistently.

Summary

A well-handled complaint often produces a more loyal customer than one who never complained. Acknowledge, solve, follow up.

Stage 1: Acknowledge

Respond within 1 hour during business hours
Use customer's name
Acknowledge the problem in their words
Avoid defensive language ("Actually…", "Per policy…")
Commit to next-step timeframe

Stage 2: Understand

Ask clarifying questions
Get order numbers, screenshots, timestamps
Repeat back your understanding
Confirm desired outcome

Stage 3: Solve

Offer a specific remedy
Explain cause in plain language
Give realistic resolution timeline
Set next checkpoint if not immediate

Stage 4: Follow up

Contact customer to confirm satisfaction
Ask if anything else
Log complaint, cause, resolution

Tone tips

Match customer energy
Apologise for impact, not just incident
Don't blame others to the customer

Escalation

Refund over authority limit → owner same day
Legal/social media threat → escalate immediately
Repeat complainer → manager takes over

Frequently asked questions

Apologise when not at fault?

Apologise for the experience or inconvenience — not for the fault. Doesn't admit liability; de-escalates.

Next step

Keep exploring related resources to strengthen this area of the business.

Use Customer Service SOP Template

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