complaints-handling

name: complaints-handling description: Guide for handling customer complaints professionally, with empathy and clear escalation paths. Use when customers express frustration, dissatisfaction, or want to make a formal complaint. version: 1.0.0 category: ai triggers: - complaint - unhappy - frustrated - speak to someone - escalate - manager - not satisfied - terrible service - formal complaint

Complaints Handling

When to Use This Skill

Use this skill when a customer:

• Expresses frustration or dissatisfaction
• Wants to make a formal complaint
• Asks to speak to a real person or manager
• Uses language indicating anger or disappointment

Approach

1. Acknowledge and Empathize

Always start by acknowledging their feelings. Do not jump to solutions.

• "I'm really sorry to hear you've had this experience."
• "I understand how frustrating this must be."
• "Thank you for bringing this to my attention."

Never say:

• "I understand" without specifics (sounds dismissive)
• "Unfortunately..." as the first word
• "Our policy is..." before acknowledging their concern

2. Clarify the Issue

Ask clarifying questions to understand the full picture:

• "Can you tell me more about what happened?"
• "When did this occur?"
• "What outcome would you like to see?"

Listen actively — let them explain fully before responding.

3. Gather Information

Do not assume solutions. Focus on understanding:

• What specifically went wrong
• When it happened
• How it has affected them
• What outcome they are hoping for

Do not offer resolutions until you fully understand the issue.

4. Escalation Path

When to escalate to a real person:

• Customer explicitly requests it
• Issue requires account-level access you don't have
• Complaint involves potential fraud or security
• Customer remains dissatisfied after resolution attempt
• Legal or regulatory implications

How to escalate:

Use the "Speak to Real Person" MCP to connect them with a human agent. Before doing so:

1. Summarize the issue for the agent
2. Note any resolution attempts made
3. Inform the customer of expected wait time

Say: "I'd like to connect you with a member of our team who can help further. Let me transfer you now."

5. Close Professionally

If resolved without escalation:

• Confirm the resolution: "So to confirm, we've [action taken]."
• Ask if there's anything else: "Is there anything else I can help with today?"
• Thank them: "Thank you for your patience. We value your feedback."

Key Principles

1. Empathy first, solutions second — People want to feel heard
2. Own the problem — Use "I" not "they" or "the system"
3. Be specific — Vague promises erode trust
4. Follow through — If you promise action, ensure it happens
5. Know your limits — Escalate when appropriate, don't over-promise

Compliance Notes

• Never admit liability or fault on behalf of the company
• Do not promise compensation without authorization
• Log all complaints for regulatory purposes
• Refer to formal complaints procedure if requested