Client Complaint Response

Listen without interrupting

Let the client explain fully. Don't get defensive. Take notes if possible.

Acknowledge and empathise

"I understand this isn't what you expected, and I'm sorry you feel this way."

Ask what they'd like

"What would you like me to do to resolve this?" — this often de-escalates immediately.

Offer a fair resolution

Options: redo the treatment, partial/full refund, or future discount. Match the severity.

Don't admit liability

Be sympathetic but avoid saying "it was my fault" — this can affect your insurance.

Document everything

Record: date, complaint details, your response, resolution offered, and outcome.

Follow up

Contact the client 48 hours later to check they're satisfied with the resolution.

Review and improve

Use the complaint to improve. Was it a process issue? Training gap? Product problem?