Pointers for Dealing with 
"Customer" Complaints

1.     Identify the nature of the problem and get as many details as possible.

2.     Listen and allow the person to ventilate.  Often they will thank you for listening.

3.     Keep your voice calm and under control.

4.     Do not challenge the complaint directly.

5.     Do not participate in fault-finding.

6.     Do not take it personally.

7.     Remain cool and patient.

8.     Be courteous and tactful.

9.     Avoid over-use of the word "policy."  Know your policies and quote them accordingly.

10    Use positive communication such as, "I can understand your frustration."  or "I
        certainly can see why that would upset you."

11.   Seek assistance from your supervisor, If...
            >  you are unable to resolve the situation.
            >  there is a doubt in your mind about the University's responsibility to
                correct a problem.

12.   End on a positive note such as "We appreciate your bringing this to our
        attention."  or "I'm sorry for the inconvenience."  As long as you stay in
        control of yourself and follow these basic guidelines, you can know that
        you handled the situation to the best of your ability.