Summary:
Act is a simple, effective acronym to guide you, helping both you and your customer resolve the issue. It enables you to focus on what you can do for a customer and deliver an excellent customer service.
Discussion Questions:
- How can acknowledging a customer’s issue change the outcome of an interaction?
- Why should be show appreciation for a complaint, and what good might this do?
- How do you balance taking ownership of a situation with passing it to a colleague?
Suggested activity:
- Case Study: Discuss real customer cases and apply the ACT framework.
Key Takeaways:
✅ When customers make a complaint, regardless of the issue, what they really want you to do is act.
Quick reference guide:
A = Acknowledge the issue / Appreciation – say thank you / Apologise if necessary
C = Check the facts / Can do, not can’t do / Come to an agreement
T = Agree timescales / Take ownership / Take good notes