Customer Complaints

CUSTOMER COMPLAINT PHONE SCRIPT

Purpose: Guide staff to professionally handle incoming customer complaints by phone.

📞 1. Answering the Call

“Hi, this is [Your Name] from Mediapoint — how can I help you today?”

⚠️ 2. Acknowledge the Complaint

If the customer is reporting an issue:

“I’m really sorry to hear that. Let me take a few details so we can get this looked at and sorted as quickly as possible.”

(Be calm, listen fully, and don’t interrupt. Repeat back the key issue to confirm you understand.)

📝 3. Collect Complaint Details

“Can I grab a few quick details to log this properly on our end?”

Ask the following (in line with the complaint form):

“Can I please have your name and business name?”
“What’s the job number or order reference for this?”
“Can you describe what went wrong?”
“Do you have any photos you can email or upload to us?”
“What outcome are you hoping for — a reprint, credit, or explanation?”

(Write these into the Google Form as you go or immediately after the call.)

🧩 4. Confirm Next Steps

“Thanks for providing those details. I’ve logged the issue into our system and we’ll now investigate this.”

“We’ll aim to get back to you within 1 business day once we’ve reviewed it internally.”

“If we need anything else, we’ll reach out. Otherwise, you’ll hear from us with a resolution as soon as possible.”

🙏 5. Close Professionally

“Thanks for your patience again — we appreciate you bringing this to our attention and we’ll do our best to resolve it quickly.”

CUSTOMER COMPLAINT HANDLING SOP

🛠️ CUSTOMER COMPLAINT HANDLING SOP

Purpose: To log, investigate, and resolve customer complaints efficiently and track recurring issues.

✅ STEP 1: Receive Complaint

Staff may receive complaints via:

📞 Phone
✉️ Email
🧍 In person

Log the complaint immediately via the Google Form.

https://docs.google.com/forms/d/e/1FAIpQLSdjCwFAkAzR-_uB_lCqU54CCVGc6wSTpKHGXRg1ZlLUR-iFdg/viewform?usp=header

✅ STEP 2: Fill Out the Google Form

Open the internal Customer Complaint Logging Form and complete the fields.

Date of Complaint - Today’s date. (Auto-filled or manual)

Customer Name - Full business or individual name.

Order/Job Number - Enter exactly as found in your system.

Complaint Type - Choose from dropdown (e.g., Print Quality, Late Delivery, etc.).

Complaint Details - Describe the issue in full detail.

Upload File(s) - Upload photos, emails, or files related to the complaint.

Customer Expectation - Reprint, refund, explanation, etc.

Assigned To - Who will handle this complaint internally.

Investigation Notes - Fill in after investigation. Leave blank initially.

Resolution Type - Reprint, refund, no fault found, etc.

Customer Notified? - Tick if you've responded to the customer.

Date Resolved - Fill when complaint is closed.

Complaint Status - Start as “Open”. Update as needed (see statuses below).

✅ STEP 3: Complaint Status Definitions

Status

What It Means

Open - New complaint, not yet assigned.

In Progress - Under investigation.

Waiting on Customer - Awaiting files, info, or approval.

Pending Internal Action - Reprint, refund, or internal fix in motion.

Resolved - Action completed, customer updated.

Closed - Fully complete. No further action.

Cancelled - Complaint withdrawn or invalid.

✅ STEP 4: Investigate the Complaint

Once logged:

The assigned team member investigates cause
Document findings under “Investigation Notes” in the Google Sheet or Form edit link

✅ STEP 5: Resolve and Communicate

Action the resolution (e.g. reprint, refund)
Notify the customer
Update “Resolution Type”, “Customer Notified”, and “Date Resolved”

✅ STEP 6: Track in Google Sheet

All form entries feed into a linked Google Sheet:

Filter by status to track unresolved issues
Add internal notes if needed
Use the auto-generated Edit Link to update entries directly via the Form interface
View uploaded files via Uploaded File URL column