How to Respond When a User Says “Vendor Was Rude”
🎯 Purpose:
To address customer complaints regarding vendor behavior calmly and professionally, while ensuring proper escalation for internal review.
🪜 Step-by-Step Response Process
🧏♂️ Step 1: Acknowledge the Complaint Sincerely
“We’re really sorry to hear about your experience. That’s definitely not the service we aim to provide at Cashkr.”
🕵️ Step 2: Gather Basic Details (if not already in ticket)
Ask politely:
“Could you please share what happened during the interaction, or what was said?”
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Time of pickup or call
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Whether pickup was completed
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Any specific words/behavior to note
📌 If user is uncomfortable: just say “Noted” and proceed without pressing further.
🧾 Step 3: Check Order Logs and Vendor Profile
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Look up Order ID on Admin Panel
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Check:
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Vendor assigned
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Notes/tags/comments already added
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Previous history of behavior issues
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🚩 Step 4: Escalate Internally
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Go to CX.Cashkr.com
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Create a new Vendor Behavior Complaint ticket
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Mention:
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Order ID
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Vendor name
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Customer complaint (in their words)
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Any call recordings/screenshots (if available)
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Also flag to Ops Manager if it’s a repeat offender.
📩 Step 5: Respond to Customer with Assurance
“We’ve taken your feedback seriously and escalated this to our internal team.
The concerned vendor will be reviewed, and we’ll ensure strict action is taken if found at fault.
Thanks for reporting this — it helps us improve our service.”
✅ Best Practices
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✅ Do |
❌ Don’t |
|---|---|
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Empathize genuinely |
Don’t defend the vendor blindly |
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Keep it professional |
Don’t blame customer |
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Assure action will be taken |
Don’t promise compensation without approval |