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Handling Customer Complaints

The document provides guidance on developing an effective process for handling customer complaints. It recommends creating a complaints handling policy that reassures customers you value their feedback and will resolve issues fairly and efficiently. The policy should explain how customers can complain and the steps you will take to address complaints. It also recommends establishing a procedure where complaints are listened to, details are recorded, facts are gathered, resolution options are discussed, actions are taken quickly, promises are kept, and follow-up occurs. Having a standard process and training staff appropriately can help resolve issues quickly and improve business.

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Henrissa Granado Talan
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237 views2 pages

Handling Customer Complaints

The document provides guidance on developing an effective process for handling customer complaints. It recommends creating a complaints handling policy that reassures customers you value their feedback and will resolve issues fairly and efficiently. The policy should explain how customers can complain and the steps you will take to address complaints. It also recommends establishing a procedure where complaints are listened to, details are recorded, facts are gathered, resolution options are discussed, actions are taken quickly, promises are kept, and follow-up occurs. Having a standard process and training staff appropriately can help resolve issues quickly and improve business.

Uploaded by

Henrissa Granado Talan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Handling customer complaints

At some stage your business is likely to receive a customer complaint. Dealing with it in
a positive and constructive manner will help to keep your customers.

In general customers who are unhappy with your product or service will not complain to
you – but they will complain to others and take their business elsewhere. Managing
customer complaints and resolving them quickly will result in improved business
processes and repeat business.

Complaints handling policy


Develop a complaints handling policy. It should include reassuring customers that you
value their feedback and you are committed to resolving their issues in a fair, timely and
efficient manner.

It should also:

 explain how customers can make a formal complaint


 identify the steps you will take in discussing, addressing and resolving complaints
 indicate some of the solutions you offer to resolve complaints
 inform customers about your commitment to continuous improvement

Complaints handling procedure


Once you have developed a policy you can create a procedure for handling complaints.
A procedure will ensure complaints are dealt with the same way, every time. The
procedure should be easy to understand and follow by all your staff.

Your procedure could include the following steps.

1 - Listen to the complaint


Thank the customer for bringing the matter to your attention. Apologise and accept
ownership, don’t blame others and remain courteous.

2 - Record details of the complaint


Go through the complaint in detail so you can understand exactly what the problem is.
Keep records of all complaints in one central place or register. This will help you identify
any trends or issues.
3 - Get all the facts
Check that you have understood and recorded the details of the complaint correctly.
Ask questions if necessary.

4 - Discuss options for fixing the problem


Ask the customer what response they are seeking; it could be a repair, replacement,
refund or apology. Decide if the request is reasonable.

5 - Act quickly
Aim to resolve the complaint quickly. If you take a long time they tend to escalate.

6 - Keep your promises


Keep the customer informed if there are any delays in resolving their request. Don’t
promise things that you can’t deliver.

7 - Follow up
Contact the customer to find out if they were satisfied with how their complaint was
handled. Let them know what you are doing to avoid the problem in the future.

Make sure your staff are trained to follow your procedure when handling complaints and
that they have the power to resolve issues as quickly as possible.

Encourage your customers to provide feedback and complaints so that they let you
know when there is a problem and give you the opportunity to resolve it.

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