Choose the item in column 2 that best matches each item in column 1. Place in order the steps to be taken for the complaint handling process:

Question

_________1. Step 1
_________2. Step 2
_________3. Step 3
_________4. Step 4
_________5. Step 5
_________6. Step 6
_________7. Step 7
_________8. Step 8
_________9. Step 9
________10. Step 10
________11. Step 11
________12. Step 12
A) Listen with empathy
B) Allow the customer to empty his bucket
C) Try to find a value-added solution
D) Understand what is important, customer's perspective
E) Negotiate a solution
F) Start with a friendly greeting
G) Don't take it personally
H) Prepare for the encounter
I) Make sure the customer knows you've heard him
J) Focus 100 % of your energy and attention
K) Follow up to assure a resolution
L) Stick to the facts

Answer 1

1.H) Prepare for the encounter
2.J) Focus 100 % of your energy and attention
3. G) Don't take it personally
4. F) Start with a friendly greeting
5. B) Allow the customer to empty his bucket
6. A) Listen with empathy
7. I) Make sure the customer knows you've heard him
8. L) Stick to the facts
9. D) Understand what is important, customer's perspective
10. E) Negotiate a solution
11. K) Follow up to assure a resolution
12. C