Ask the customer what outcome differs from the agreement and request relevant photos or details. Compare the complaint with the quote, work record, and handover. Acknowledge any confirmed error and propose a reasonable correction, rework, or other resolution under your terms.
Listen without interrupting, record the customer's description, and compare it with the agreed scope and handover notes. Ask what outcome would resolve the issue, then explain the next review step and timeframe you can meet. Keep photos or documents private and share them only with people needed to investigate. Correct a genuine service failure where appropriate, then review the process that allowed it to recur.
Assign one person to own the response and keep the customer updated if investigation takes time. Do not promise a remedy before checking scope. After resolution, improve the process without making a positive review a condition.
Keep communication respectful and private. Use recurring issues to update training, checklists, or service descriptions. Keep your KobStore offer accurate as your process improves; create or update a page.
