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The major part of good complaint handling is to identify when a complaint is being made or even better before it is made. It is not always that easy to identify when a customer is requesting something or when it could progress to a complaint. An example could be a calling to request something to be done rather than complaining about the service. If the request is not done or not done to a satisfactory level, this may progress to a complaint.

If you can recognise that a complaint is being made, then you can take the appropriate action and avoid the complaint getting more serious.

In the policies of a workplace, they will have clear definitions of what a complaint is and the required action that would be taken in the event of identifying a complaint.

A definition of a complaint could be defined as:

An expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service provided by or on behalf of the organisation.

Staff in the frontline of customer service, are responsible for initially realising that a complaint is being made and for realising when something is not a complaint. Once you have established what the complaint is you need to ask yourself what they wish to achieve by making the complaint. Then you can understand better how to deal with it.