Should complaint calls be returned? What are the tips for dealing with not making the other person uncomfortable?


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When you receive a call from a customer complaining about a product or service, it can be difficult not knowing how to respond.

There may be cases where the person in charge is unable to calmly respond to the customer’s angry voice.

In such a case, it is effective to call back once and take time.

In this article, we will explain the benefits of calling back and how to call back as a method of handling complaint calls.

If you don’t have a lot of experience dealing with telephone calls, or if you’re worried about how to handle a complaint call, please use this as a reference.

It is recommended to respond to complaint calls by calling back.

When you receive a complaint call from a customer, you can secure time for both of you to calm down by returning it once.

Customers who are emotional while waiting for a call back may also calm down.

As the person in charge of the call, it is time to think about how to better respond to complaint calls, such as checking past complaints and consulting with your boss about what to do.

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Also, by asking for the other party’s name and phone number in order to call you back, you can expect the effect of eliminating harassing calls that do not identify yourself.

When should you tell your customer that you will be calling back?

Some people may feel that it is difficult to tell the customer that they will call you back in the middle of the complaint call.

It is true that it is not necessary to return all complaint calls, but in the following cases, it is highly likely that it will be a better response method because it will not keep the customer waiting.

  • When the person in charge is absent
  • If the environment where you received the call is noisy
  • When it takes time to check the situation and reply, etc.

A good way to phrase it would be to say something like, “I’m sorry, but the person in charge is out of the office. May I call you back?”

If the customer is not convinced that the complaint call will be returned, explain that it is more beneficial for the customer to return the complaint.

for example,

  • pay the phone bill here
  • Prepare detailed materials, and the person in charge appointed by the customer will answer properly
  • Discuss with your boss if you can change to better conditions

If you say something like this, it’s easy for the customer to understand that calling back is a better response.

Confirm the basic response and tips for complaints

I introduced the recommended method of responding to complaint calls by returning them, but some people may say, “I don’t know how to respond to complaint calls in the first place.”

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Depending on the company, there may be a manual for handling complaint calls, but here we will briefly review the basic flow of handling.

Basic response to complaint calls

  1. Listen to your customers first
  2. apologize for making you feel uncomfortable
  3. fact-check
  4. suggest a solution
  5. say thank you and hang up

It is important to respond flexibly to complaint calls according to the customer’s situation, but basically proceed with the above flow.


If you receive a complaint call from a customer, depending on the situation, it is recommended to call back once.

Customers who were emotionally touched by the time I got back to you can calm down, and you can collect the information you need as a person in charge.

It is also effective in preventing harassing calls that do not give your name or contact information.