What should you do if a customer states they were not treated well by a previous advocate?

When a customer expresses dissatisfaction with their previous experience, it is crucial to acknowledge their feelings and provide empathy. Apologizing for the inconvenience allows the customer to feel heard and valued, which helps to build rapport and trust. Documenting the incident in the IRIS complaint script serves to ensure that the customer's concerns are formally noted, allowing for potential follow-up or improvements in service.

This approach not only addresses the customer's immediate concerns but also reflects a commitment to better service in the future, reinforcing the belief that their feedback matters. Taking the time to listen and apologize can often turn a negative experience into a positive one, showcasing your dedication to customer satisfaction.