Digital @ The Arts Unit Creative Classes

Handling complaints

Develop knowledge and skills to communicate effectively with customers and provide quality service

Student VET entertainment resource developed by The Arts Unit

Years 11 and 12 VET entertainment

What will I learn?

You will:

  • identify causes of customer dissatisfaction

  • develop complaint handling techniques.

Customer dissatisfaction

There are 2 types of complaints:

  • product complaints (those related to a product or products)

  • service complaints (those related to customer service).

Common causes of/reasons for customer dissatisfaction, problems and complaints include:

  • poor customer service

  • inadequate or incorrect information or advice provided

  • cultural misunderstanding

  • poor communication

  • barriers to communication

  • aggressive behaviour

  • unsafe work practices.

TASKS:

  • Discuss specific examples of dissatisfaction, conflict and complaints common to the entertainment industry.

  • Identify explicit examples of poor customer service in a front of house context.

Common examples of complaints and conflict

  • conflict among work colleagues

  • conflict between the hirer and the venue

  • patrons refused entry

  • drug or alcohol affected persons

  • ejection from premises

  • late customers who have to wait for the lock out to finish

  • denied requests for refunds or exchanges

  • dissatisfaction with seats allocated

  • delayed/cancelled performance

  • noise complaints from surrounding residents.

Handling complaints

Complaints are never easy to hear, however they can provide advance warning about problems. If we shift from being defensive to opportunistic, complaints can work for us to improve our service and products.

Common customer complaints can usually be traced back to one of 3 areas:

  • individual employees

  • the company

  • the customer.

The initial response to a complaint is very important. It is essential that you demonstrate to the customer that you are willing and ready to address their complaint immediately, and that you desire their satisfaction.

Watch the video 'Dealing with difficult customers'.


Dealing with difficult customers

Duration: 01:20

7 key steps to handling customer complaints

  1. Listen to the customer, without interruption.

  2. Acknowledge the customer and their complaint.

  3. Establish the specific problem.

  4. Agree on an acceptable solution with the customer, within your level of authority.

  5. Action the agreed on solution in an acceptable time frame.

  6. Record the complaint.

  7. Follow up with all parties involved to ensure customer satisfaction.

Key attributes when addressing a customer’s complaint

  • Attentive listening

  • Sincere and careful questioning to understand the complaint

  • Empathy towards them and their situation

  • Honesty in your responses

  • Genuine desire to resolve the problem.

TASK:

Discuss the following questions:

  • Why is it important that viable solutions to customer complaints are in accordance with workplace policy and procedures?

  • Why is it important for entertainment industry staff and the customer to agree on what is to be done in regard to the problem or complaint

  • Why is implementing solution(s) within acceptable time frames important, especially in the entertainment industry?

  • Why is acting within level of authority and scope of responsibility when handling customer dissatisfaction, problems and complaints vital?

  • If handling a complaint, when is it appropriate to seek assistance and/or refer customer to other appropriate personnel?

Using effective conflict-resolution techniques when handling customer dissatisfaction, problems and complaints is essential in the entertainment industry.

Skills required for handling complaints, include:

  • problem-solving

  • decision-making

  • negotiating.

Watch the 3 videos exploring techniques when handling complaints and conflict situations.

1. Customer service training: Never argue

Duration: 01:35

2. Handling customer complaints: Defusing frustration

Duration: 02:49

3. Conflict resolution

Duration: 02:56

TASK:

Discuss and outline effective responses to the following examples of customer dissatisfaction, conflict and complaints.

  • A patron is upset at having to wait in a box office queue for more than 20 minutes to collect their tickets.

  • A patron refuses to have their bag searched as a requirement of venue entry.

  • A patron tries to sneak a camera into the theatre auditorium when the performance has a strict 'no camera' policy.

  • A group of patrons are very unhappy with their seat allocation. When they booked they are informed they were good seats, however when they arrive at the venue the seats have a restricted view of the stage.

  • A pair of seats have been double booked by 2 sets of patrons and the venue is sold out for the performance.

  • A pair of seats have been double booked by 2 sets of patrons but the venue still has available seats for the performance.

  • Patrons have arrived 5 minutes late for a performance and are very angry they can not be seated immediately as the performance has a strict 15 minute lockout.

  • A patron has mixed up the dates of a performance and arrived for a sold out evening performance with tickets for the matinee.

  • A patron complains that an understudy actor is performing the lead role in the performance they have tickets for.

  • A patron wants to bring a drink into the theatre auditorium when there is a 'no food or drink' policy.

  • A patron complains at the conclusion of a show that the sound quality was extremely poor and they want a ticket refund.

Reporting

Keeping accurate records and reports of instances of customer complaints and feedback will ensure your organisation continues to enhance customer service delivery.

Workplace practices for recording and reporting can be:

  • formal and informal

  • verbal and written.

Common documents for recording complaints in the entertainment industry include:

  • customer service log

  • complaints register

  • incident reports

  • memoranda to staff.

TASKS:

Discuss the following questions:

  • Why is it valuable to show effective recognition of customer complaints and feedback?

  • Why is it important to record instances of customer dissatisfaction, conflict and complaints?



Congratulations!

You have completed this

Digital @ The Arts Unit Creative Class!

Further support

Be sure to explore all of our Digital @ The Arts Unit VET Entertaiment Creative Classes:

To assist with your HSC exam preparations you might like to also visit the department’s HSC hub.

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