Handling complaints step by step
A complaint is a chance to fix things
When a complaint is handled well, many customers become more loyal than if nothing had gone wrong. Your job isn't to win the argument — it's to solve the problem.
The LAST method
| Step | What to do | What to say |
|---|---|---|
| Listen | Let them explain without interrupting. Nod. Stay calm. | "I see." "Okay." |
| Apologise | Say sorry for the situation — even if it's not your fault. | "I'm really sorry about that." |
| Solve | Fix it if you can, or get someone who can. | "Let me get you a fresh one." / "I'll get my manager to help." |
| Thank | Thank them for telling you. | "Thanks for letting us know." |
Scenarios
| Complaint | Good response |
|---|---|
| "My order's wrong." | "I'm so sorry — let me fix that for you right now." |
| "I've been waiting ages!" | "I'm sorry about the wait — we're really busy, but I'll check on your order now." |
| "This was cheaper online." | "Let me check our price-match policy for you." |
| "Your co-worker was rude to me." | "I'm sorry that happened. I'll let my manager know — would you like to speak with them?" |
Know your limits
Find out what you're allowed to do on your own (remake an item, swap a product) and when you need a supervisor (refunds, discounts, serious complaints). Getting help isn't failing — it's following the process.
Confident English Speaking has a speaking practice task for LAST if you want to build confidence saying it out loud.
Action step
Write a LAST response for: "I ordered this online and it arrived broken."