How to deal with an unhappy customer?

Purpose:

To help cleaners professionally and confidently handle customer dissatisfaction, resolve issues fairly, and maintain the high standards of Cleaners On Tap.

Step 1: Communicate with the Customer

Objective: Understand the customer’s concerns clearly and respectfully.

Instructions:

• Approach with a professional and calm attitude.

Stay polite and open to feedback, even if the customer is frustrated.

• Ask clarifying questions.

Try using phrases like:

"Could you please explain what you were unhappy with?"

"I’d like to understand the issue so I can help make it right."

• Listen carefully and don’t interrupt.

Let the customer speak freely and take notes if needed.

• Acknowledge their concerns.

For example: "I’m really sorry to hear that. Let’s see what we can do to sort this out."

Step 2: Find a Fair Resolution

Objective: Take appropriate steps if the customer’s complaint is valid.

• Consider if the concern is reasonable. If so, try to resolve it professionally and quickly.
• Common resolutions may include returning to the property to correct or complete cleaning, offering a partial refund, or providing a discount on a future service (with approval).
• Always keep communication respectful and focused on solving the issue.
• Once a resolution is reached, notify *Cleaners On Tap* with the customer’s name, address, a brief summary of the issue, and what action you took.

Step 3: If the Issue Cannot Be Resolved

Objective: Ensure fair, unbiased handling of unresolved disputes.

• If no agreement can be reached, do not argue or escalate with the customer. Remain calm and let them know the issue will be passed to the agency.
• Contact Cleaners On Tap right away and provide your version of events along with any relevant details or evidence (such as before/after photos or messages).
• Please note: Payment for the clean will be placed on hold while we investigate.
• The agency will review both sides, gather information, and make a fair decision.
• Once resolved, you’ll be informed of the outcome and any payment adjustments will be made.

🌟 Keep in Mind:

Positive feedback from customers helps you get more bookings.

Satisfied clients are more likely to request you again and leave great reviews, which boosts your visibility and helps you grow within the Cleaners On Tap platform.

Thank you for your professionalism and your commitment to delivering excellent service!

Updated on: 13/06/2025