Complaint handling Essay

seemly calling Factsheet flushs discourseNovember 2007Need more info?Call Consumer Affairs capital of Seychelleson 1300 55 81 81.Quick tipSuccessful businesses hold hard to keep their customerssatisfied. Although prevention is collapse than cure, it is almost inevitable that at some stage you will receive a customer infirmity. tire outt presume a customer billing is a damagingexperience because, if handled well, it can be a valuablelearning tool.An in effect(p) complaints intervention constitution unavoidablysomeone in the company to ram it and take ultimateresponsibility.Benefits for your businessHow to do itAn effective complaints handlingsystem is essential to your business.Your business can benefit in several shipwayHandle complaints efficaciously by improved product quality and wait on delivery fewer mistakes and less time spentfixing them better understanding of customersneeds greater customer loyalty more customers done word ofmouth advertising from satisfiedclien ts having a polity of acceptcustomer complaints setting up a system to handlecomplaints effectively training your staff to handlecomplaints well dealing with the complaints youreceive in a flash ensuring the accomplish for makingcomplaints is easy for yourcustomers on a regular basis reviewing yourcomplaints record. less time and money spentattracting customers improved business reputation a healthier bed line.Remember you could be pushingprofits out of the door if you do nothave an effective complaints handlingsystem.Page 1 of 4 right of first publication State of capital of Seychelles 2008www.consumer.vic.gov.au1300 55 81 81Fair Trading FactsheetQuick tipImplement a company policythat contact is to be madewith the customer within48 hours of the signcomplaint.Set up a system to handlecomplaints effectively retard your staff to handlecomplaints constructivelyAn effective complaints handlingsystem needs someone in thecompany to drive it and take ultimateresponsibility. This is a person whohas the best interest of both thecustomer and the company at heart,and the interpersonal and managerialskills to en authentic the system isperforming well.Make sure all staff understand thecomplaints handling policy, whyit was introduced, how it will tapand the benefits for your business.The complaints officer needsto ensure that there is adequate schooling gettable to the public active howto address any problems with yourbusiness, especiallyat the commove of sale front line staff atomic number 18 aware of the complaints handling policyEncourage and reward your staff fordealing with disgruntled customersand handling their complaints well.Deal with the complaintsyou receive immediatelyImplement a company policy thatcontact is to be made with thecustomer within 48 hours of the signcomplaint. This will ensure that thecustomer knows the complaint is universe processed. Although the issue may not be resolved, the customerwill be aware that it is beingaddressed. their a uthority to settlecomplaints when and to whom theyneed to refer complaints there is a process to handle themore difficult and complex cases complaints are reviewed regularlyto pose any ongoing issues reports are made to seniormanagement about complaints.Page 2 of 4 Copyright State of Victoria 2008www.consumer.vic.gov.au1300 55 81 81Fair Trading Factsheet construe of Issue November 2007 encounter the process formaking complaints is easyfor your customersSome suggestions are Have a desk within your storewhere people can take theirenquiries or complaints. groom a dedicated phone linefor complaints or problems. Consider victimization a simple sign atyour point of sale, or a paragraphon company invoices, such asYour custom is grave to us.If you are not satisfied, please letus know. overwhelm a customer feedbackoption on your website.Review your complaintsregularly uniform reviews of complaints willgive you a good indication of howand where your business couldimprove. work a standard form to record thedetails of complaints (see following scallywag for example). Review complaints monthlyor quarterly to establish whetherthere are any trends,or obvious things you couldchange or improve. Use complaint records to checkhow well and how quickly yourstaff handle complaints.More informationInformation on fair trading isavailable fromConsumer Affairs VictoriaVictorian Consumer & bank line Centre113 Exhibition StreetMelbourne 3000Telephone 1300 55 81 81Website www.consumer.vic.gov.auRegional OfficesConsumer Affairs Victoria also hasregional offices located in Ballarat,Bendigo, Geelong, Morwell,Mildura, Wangaratta andWarrnambool together with a liquid outreach service thatregularly visits rural communities.To find details on the office ormobile service nearest you, ring1300 55 81 81 or go to theConsumer Affairs Victoria websiteon www.consumer.vic.gov.auand click on the ghost Us link.Because this publication avoids the use of court-ordered language, information about the rectitude may have been summarised or expressed in general statements. This information should not be relied upon as a substitute for professional legal advice or reference to the actual legislation.Authorised by the Victorian brass 121 Exhibition Street Melbourne Victoria 3000. F1-01-02Page 4 of 4 Copyright State of Victoria 2008www.consumer.vic.gov.au1300 55 81 81Customer Complaint Form1. Customer detailsTitle (Mr, Mrs, etc) Family name (surname)Given nameStreet addressSuburb sept telephone numberBusiness telephone numberPostcode sprightly telephone numbere-mail address (if applicable)2. Details of other person or supplier refer in this complaint NameStreet addressSuburbHome telephone numberBusiness telephone numberPostcodeMobile telephone numberEmail address (if applicable)3. Details of goods or serve supplied to the customerDate of purchase or service//Description of the goods or service including make, model, type of service, purchase method, etc.4. Details of what the cus tomer complaint isOffice use onlyComplaint received byDate received/Action taken or requiredDate meet completed//SignatureIn person/In writing