How to Structure Your Call Spiel for Handling Complaints

Handling complaints is vital in the overall customer service experience. One negative incident can destroy the image of your company. Calls from dissatisfied customers are commonplace. This is why having an effectively structured spiel is a must to make it easier for agents to handle such cases.


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    Acknowledge the caller’s concern. Understanding the emotional state of your customers is the first step towards leading the conversation. Empathize and apologize for the inconvenience your product or service has caused. This doesn’t mean admitting that you agree with unjustified complaints, but it is a gesture of respect that can make the customers feel that their opinion matters.
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    Listen actively. As customers continue to vent their frustrations on you, it is important to keep in mind to stay calm and collected. Do not interrupt while they are talking. Rather, take down notes on what points to clarify later on. This can also help you prepare answers to other concerns that your customers might raise.
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    Ask questions. Based on the points raised by the callers, ask open-ended questions to let the customer further elaborate their major concerns. This can help you to identify the main cause of their problems. It will also allow you to simplify your explanations for your customers.
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    Summarize the conversation. Highlight the important points in the entire interaction to make sure that all major concerns are covered and tackled. This also proves your attentiveness and efficiency in taking down notes throughout the conversation. So make sure you do not miss a single detail.
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    Offer solutions. This is the most important part of the conversation. Ensure that customers get the right answers at the end of the call. If you are unable to provide a solution right away, make sure you explain to your customers the procedures it will undergo and the length of time they need to wait.
    • Be aware that you might not think there is a solution or that you might actually misunderstand just how easy it is to help the customer. Offer what can be offered––it might just solve the problem. Beyond this though, ask your supervisor to step in––do not imply at any stage that the problem cannot be fixed. Somewhere along the line it can be, and you'll find customers are getting more savvy at knowing this too.
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    Follow up. This step is very important, especially if you were unable to offer solutions during your conversation. This shows that their complaints were taken seriously by the company. Even if all issues were resolved during the call, this is an effective way for customers to feel that solving their problems matters to the company.


  • Always stay polite and genuine. Even if you encounter irate customers (and you will), it is important to maintain a professional tone. Remember, you are representing the company. It is also likely that you are being recorded, which is long-lasting evidence of the call.
  • Anticipate questions from your customers. In that way, you are able to quickly provide answers that can lessen their tension.


  • Do not hang up on a customer. If you do, call back and apologize for a technical difficulty. It is extremely rude to hang up and a customer will be very frustrated by such a tactic.
  • Do not take your conversation with your customers personally. Don’t let them frustrate you; that is the way to avoid heated arguments.

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Categories: Official Writing and Complaints