> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Complaint Handling

> Frustrated customer with unresolved heat pump issues and no callback

## Overview

This demo demonstrates expert complaint handling when a frustrated customer calls about ongoing heat pump issues and a promised callback from Kyle that never came. The customer threatens to contact consumer affairs.

## Key Highlights

* **Active Listening**: Lets customer fully express frustration
* **Acknowledgment**: Validates customer's concerns
* **Documentation**: Records all issues mentioned
* **De-escalation**: Manages threat of consumer affairs contact

## Video Demo

<iframe src="https://share.descript.com/embed/W5RGt8b1I1p" width="100%" height="600" frameBorder="0" allowFullScreen className="rounded-xl" />

## Call Details

* **Issues**: Heat pump noise, functionality problems, missed callback
* **Customer Concern**: Wants resolution without additional costs
* **Escalation Risk**: Considering consumer affairs complaint

## What to Notice

1. Patient listening without interruption
2. Empathetic acknowledgment of frustration
3. Professional response to escalation threat
4. Focus on resolution rather than excuses