What should you do if a customer has a non-technical complaint?

When dealing with a non-technical complaint from a customer, the best course of action is to refer them to customer relations. This approach is appropriate because customer relations teams are specifically trained to handle issues that pertain to service, satisfaction, or other non-technical matters. They possess the knowledge and resources necessary to address these concerns effectively, ensuring the customer feels heard and valued.

By involving customer relations, you are ensuring that the complaint receives specialized attention, which can lead to better resolution outcomes. This not only helps in resolving the issue at hand but also enhances the overall customer experience by providing them with a dedicated team that focuses on their specific complaint type.

Other options may not be as effective for non-technical complaints. Immediately addressing it may overlook the nuanced nature of the complaint that requires a specialized team. Transferring the customer to a technical specialist or opening a new case for technical support would be inappropriate, as these avenues are designed for technical issues rather than resolving non-technical concerns. Therefore, referring the customer to customer relations is both appropriate and effective for non-technical complaints.