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    Handling Customer Complaints Procedure

    Uploaded by

    Sanny Richard
    This document outlines a 7-step procedure for handling customer complaints: 1. Listen actively to fully understand the customer's issue. Apologize and accept responsibility. 2. Record all relevant details of the complaint in a central register to identify trends. 3. Verify you understand the problem by asking questions. 4. Discuss resolution options with the customer such as a refund or replacement. 5. Aim to resolve complaints quickly before issues escalate. 6. Follow through on any promises to resolve the problem. 7. Follow up with the customer to ensure satisfaction and encourage further feedback.

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    Handling Customer Complaints Procedure

    Uploaded by

    Sanny Richard
    130 views11 pages
    This document outlines a 7-step procedure for handling customer complaints: 1. Listen actively to fully understand the customer's issue. Apologize and accept responsibility. 2. Record all relevant details of the complaint in a central register to identify trends. 3. Verify you understand the problem by asking questions. 4. Discuss resolution options with the customer such as a refund or replacement. 5. Aim to resolve complaints quickly before issues escalate. 6. Follow through on any promises to resolve the problem. 7. Follow up with the customer to ensure satisfaction and encourage further feedback.

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    This document outlines a 7-step procedure for handling customer complaints: 1. Listen actively to fully understand the customer's issue. Apologize and accept responsibility. 2. Record all relevant details of the complaint in a central register to identify trends. 3. Verify you understand the problem by asking questions. 4. Discuss resolution options with the customer such as a refund or replacement. 5. Aim to resolve complaints quickly before issues escalate. 6. Follow through on any promises to resolve the problem. 7. Follow up with the customer to ensure satisfaction and encourage further feedback.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    130 views11 pages

    Handling Customer Complaints Procedure

    Uploaded by

    Sanny Richard
    This document outlines a 7-step procedure for handling customer complaints: 1. Listen actively to fully understand the customer's issue. Apologize and accept responsibility. 2. Record all relevant details of the complaint in a central register to identify trends. 3. Verify you understand the problem by asking questions. 4. Discuss resolution options with the customer such as a refund or replacement. 5. Aim to resolve complaints quickly before issues escalate. 6. Follow through on any promises to resolve the problem. 7. Follow up with the customer to ensure satisfaction and encourage further feedback.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    Handling Customer

    Complaints Procedure
    Prepared by Justin
    1. Introduction
    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.
    No matter how many times you have dealt with the problems, it is probably
    the first time the customer has discussed the problem with you.
    Step 1 The customer wants to say about
    Listen to the his/her issues or unsastifitions on
    complaints your service. So, listen carefully to
    the customer.

    Thank the customer for bringing the


    matter to your attention. Apologise
    and accept ownership, don’t blame
    others and remain courteous.
    Step 2
    Record Details of The
    Complaints
    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.
    Step 3
    Get All The Facts

    Check that you have


    understood and recorded the
    details of the complaint
    correctly.

    If you are not clear or really


    understand on the complaints,
    ask questions if necessary.
    Step 4 Ask the customer what response
    Discuss Options they are seeking; it could be a repair,
    for Fixing The replacement, refund or apology.
    Problems Decide if the request is reasonable.
    Step 5
    Act Quickly

    Don’t let the customer


    wait the solutions.

    Aim to resolve the


    complaint quickly.

    If you take a long time


    they tend to escalate.
    Step 6
    Keep Your Promises
    If you already promised the customer
    to resolve the complaints, 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.
    Step 7 Contact the customer to find out if
    Follow Up they were satisfied with how their
    complaint was handled. Let them
    know what you are doing to avoid the
    problem in the future.

    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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