In a service business a complaint is a second chance. Customers who see a problem fixed fast often trust you more than customers who never had one. Here is how to respond to customer complaints, with sample replies you can send on WhatsApp.
Five steps to respond to customer complaints
- Reply fast: acknowledge within the hour.
- Acknowledge: repeat the problem in your words, so they know you understood.
- Give a next step with a time: "Ravi will visit today between 4 and 6."
- Fix and record: what was found, what was done.
- Close with the customer: ask if it is working, then close the complaint.
Sample reply: technician late or did not come
Hello [Name], I am sorry our technician did not reach you as planned today. That should not have happened. [Name] will visit tomorrow at [time]; I will call you 30 minutes before. - [Your name], [Company]
Sample reply: same problem again
Hello [Name], I am sorry the [AC / purifier] has the same problem again. We will send a senior technician, [name], on [date] at no charge to find the cause, not just repair it again. I will update you after the visit.
Sample reply: bill dispute
Hello [Name], thank you for pointing this out. I am checking invoice [No.] against the job card and will reply by [time] today. If there is an error we will send a corrected invoice.
Sample reply: technician behaviour
Hello [Name], thank you for telling us. I am sorry for this experience. I have noted it and will speak to the technician today. Your next visit will be by [another name].
What not to do
- Argue in writing. Call if it is getting heated.
- Promise a time you cannot keep.
- Close the complaint because the technician said "done".
- Blame the technician to the customer by name.
Track it, then learn from it
Log every complaint in a complaint register or in ServicePilot as a service request linked to the job and technician. Ask for feedback after the fix, so you know it really is closed.
