Complaint handling: Final assignment
Caroline Barbier (2623538), Group 26
Chapter 1: Handling a complaint
An online complaint handling conversation has been conducted via the platform
Zoom. The complainer came to me to complain about how long they had to wait for their dish
at a restaurant, which was also not cooked well. I started by giving them time to let off steam.
That way I could attentively listen to them and then make sure I understood their complaint.
The issue was that they had to wait longer to get their dish and then had to send it back. I then
acknowledged their complaint by showing understanding, apologizing for our mistake. This
was the second phase. I finally proposed, in the third phase, a solution and agreed with my
client that they would get a free meal the next time they will come to our restaurant. However,
I did not always stick to the plan as I thought that my interview was going to be too short
timewise and I thus made a break in my interview by saying “I just have five minutes now…”
and then proceeded to ask them if they had more complaints so I could get more time for the
interview. This conversation can be found on YouTube with the link provided here
(https://youtu.be/N7Un6zWuwSI).
My two learning goals for this conversation were the reflecting on emotions skill and
being concrete throughout the whole conversation. I chose reflecting on emotions as this was
a skill that I did not handle well when I practiced during the Dialogue Trainer simulation.
The second learning goal was concreteness as I tend to elongate a conversation by not
going straight to the point. I thus had to be concrete so that I could get the information needed
to correctly handle the complaint and not make my client more irritated than they could have
been if I was not being concreted.
Chapter 2: Observations
My two learning goals for the interview were reflecting on emotions and being
concrete. I will first analyze the reflecting on emotion skill.
I do not think I use that skill well as I emphasized more with my client instead of
reflecting on their emotion. I, for example, said, “I can understand that you are disappointed
and frustrated”. I should have better said “And you are disappointed” to better reflect on their
emotions. I should also not put two emotions together in a sentence as I want to understand
Caroline Barbier (2623538), Group 26
Chapter 1: Handling a complaint
An online complaint handling conversation has been conducted via the platform
Zoom. The complainer came to me to complain about how long they had to wait for their dish
at a restaurant, which was also not cooked well. I started by giving them time to let off steam.
That way I could attentively listen to them and then make sure I understood their complaint.
The issue was that they had to wait longer to get their dish and then had to send it back. I then
acknowledged their complaint by showing understanding, apologizing for our mistake. This
was the second phase. I finally proposed, in the third phase, a solution and agreed with my
client that they would get a free meal the next time they will come to our restaurant. However,
I did not always stick to the plan as I thought that my interview was going to be too short
timewise and I thus made a break in my interview by saying “I just have five minutes now…”
and then proceeded to ask them if they had more complaints so I could get more time for the
interview. This conversation can be found on YouTube with the link provided here
(https://youtu.be/N7Un6zWuwSI).
My two learning goals for this conversation were the reflecting on emotions skill and
being concrete throughout the whole conversation. I chose reflecting on emotions as this was
a skill that I did not handle well when I practiced during the Dialogue Trainer simulation.
The second learning goal was concreteness as I tend to elongate a conversation by not
going straight to the point. I thus had to be concrete so that I could get the information needed
to correctly handle the complaint and not make my client more irritated than they could have
been if I was not being concreted.
Chapter 2: Observations
My two learning goals for the interview were reflecting on emotions and being
concrete. I will first analyze the reflecting on emotion skill.
I do not think I use that skill well as I emphasized more with my client instead of
reflecting on their emotion. I, for example, said, “I can understand that you are disappointed
and frustrated”. I should have better said “And you are disappointed” to better reflect on their
emotions. I should also not put two emotions together in a sentence as I want to understand
