Complaint Handling Scripts
Complaint Handling Scripts for Staffing Agencies
In the staffing world, a missed call or a mishandled complaint can mean losing a $15,000 direct hire fee to a faster competitor. These scripts are designed to protect your agency's reputation and keep your clients from jumping to another firm when things go wrong.
The Morning No-Show
Use this when a client calls at 8:05 AM because a temp worker did not arrive for their shift.
I completely understand how frustrating it is to have a gap in your workflow this morning. I am pulling up our internal roster right now to see which of our pre-vetted backups is closest to your location. My goal is to get a replacement to your site within the next two hours to minimize the impact on your production. I will call you back in exactly fifteen minutes with a name and an ETA. Does that timeline work for you?
Tips for this scenario
- -Acknowledge the impact on their workflow immediately to show empathy.
- -Give a specific time for the follow-up call so they don't feel the need to call a competitor.
Common Mistakes to Avoid
!Letting urgent 'no-show' calls go to voicemail because you are in a client meeting.
!Promising a replacement candidate before you've actually checked your available roster.
!Taking performance complaints about candidates personally rather than treating them as data points.
!Arguing about contract terms over the phone instead of offering a resolution first.
!Failing to document the complaint in your CRM, leading to the same issue happening with the next placement.
