Complaint Handling Scripts
Complaint Handling Scripts for Tutors
In the tutoring world, emotions run high when grades are on the line or college applications are due. These scripts help you handle stressed parents and students professionally, ensuring a single bad test score doesn't cost you a $1,000-a-month client.
Receiving an Initial Complaint Calmly
Use this when a parent calls mid-afternoon, upset about a recent failing grade or a misunderstood assignment.
I can hear how frustrating it is that the math grade didn't improve this week. I want to give this my full attention, but I am currently in a session with a student. I have your child's progress report pulled up. Let me finish this lesson and call you back at 5:30 PM so we can go over the specific errors together. Does that time work for you?
Tips for this scenario
- -Acknowledge the emotion without agreeing that the tutoring failed.
- -Always mention you are with a student to reinforce your value and busy schedule.
Common Mistakes to Avoid
!Stopping a paid tutoring session to argue with a parent on the phone.
!Promising a specific grade increase (e.g., 'I guarantee a 4.0') which leads to lawsuits.
!Not having a clear, written cancellation and refund policy for packages.
!Texting back and forth about complaints instead of calling, which leads to tone being misread.
!Failing to document what was actually covered in each $80 hour.
