feel welcomed

be greeted in a friendly and warm manner

feel respected

be assisted

be listened to

be in a clean and comfortable environment

be recognized and remembered

communicate effectively with the customer;

treat customers as you would like to be treated;

identify the needs of the customer;

meet the customer's needs and expectations;

assist customers with all their queries and requests;

make customers feel welcome; and

provide customers with the highest possible service

1. Listen

Listen to the nature of the complaint.

2. Acknowledge

Find out all the details of the actual complaint and acknowledge these.

3. Respond

Tell the customer about the process, which is being taken to resolve the complaint, making sure that the customer agrees with this process.

4. Take action

Try to resolve the complaint taking into account the customers satisfaction and your own range of abilities

5. Report

If you can't resolve the complaint refer it on to your superiors

6. Follow up

Say when you will do it and then DO IT!