R-Pro › Field cases › Air conditioning
Customer Complaint Script — 5-Step Dispute Prevention
Likely causes
5-step standard complaint response
Check: **5 steps**: ① **Listen** (no interruption, 30s-1min). ② **Empathize** ('That must have been inconvenient, sorry'). ③ **Reconfirm** ('What I heard is X, correct?'). ④ **Verify facts** (commissioning sheet, photos, receipt). ⑤ **Propose solution** ('After today's check, X is possible'). Caution: ① No direct user blame ('Maybe my explanation was unclear'). ② Don't answer immediately = 'I'll call back in 30 min' → time for correct answer. ③ Manufacturer responsibility = 'I'll help you contact OEM directly'.
What to do: **5 common complaints & response**: ① **'Cooling weak'** → show pressure readings on commissioning sheet, may be intended mode. ② **'Too noisy'** → compare to 35-45dB normal range, check for resonance. ③ **'Trip fee expensive'** → show price list photo (vs region avg, mention trying other techs). ④ **'Too frequent maintenance'** → annual checkup package proposal (₩30k, saves time). ⑤ **'Slower than others'** → apologize honestly, priority next booking. After every response, automate KakaoTalk/SMS 'Next check in month X' (repeat business).
Korea Consumer Protection stats = HVAC 5,000/yr complaints (40% 'insufficient explanation'). 90% resolved by 5-step response. Lawsuits = lawyer ₩500k/hr (more than install cost; even winning is a loss). When angry → 30 min break before response. Don't take it personally (customers calm down, return for repairs). User (Gangneung) → reputation is local asset, one dispute loses 5 customers. 5-step protocol is mandatory.
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