Receiving and addressing complaints from the customers regarding the company’s products and services is a crucial part of managing a business. The customers always want their complaints resolved right away. Any delay because the receptionist is not capable to handle this situation will cause them anxiety and they become toxic. This concern can also happen over the phone like when they make repeated phone calls especially when the receptionist cannot handle this matter professionally. This is bad for the company’s products and services. It can even affect the company’s image and goodwill. As a remedy, the companies should set up certain standards on how to deal with customer’s complaints and how to handle it confidently and should be integrated into the receptionist training manual. The manual should also contain a collection of frequently asked questions and issues so that the receptionists will be made aware of them and they can effectively respond to it when the time came.
