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Customer Complaint Handling

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Learning Objectives

• When you have completed this module you will be able to define the key concepts associated with Handling Complaints and you will be able to:– Define what a complaint is

– Understand why Customers complain

– Describe the components of an effective complaint handling process

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Learning Objectives

– Explain the various documentation requirements

– Use Tracking & Trending of complaints for continuous improvement activity

– Understand how a more professional approach to the handling of complaints in the organization can deliver benefits in terms of increased customer satisfaction

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Complaints and the Organization

• How customer complaints are handled reflects on the organization in terms of:

– Value placed on the customer

– Image

– Ability to support products and services

– Value of the product and service

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Why Handle Complaints ?

• There is now a greater focus on how complaints are handled by organizations as:

– The focus changes from being product driven to being customer driven

– The business environment has become more competitive

– Service has become the main differentiating factor

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Internal and External Customers

• It should be noted that complaints from internal customers need to be handled effectively

• From an organizational point of view, poor handling of complaints from internal customers can lead to:

– De-motivation of those who complain

– Poor performance

– Generation of defective products and services

– Late delivery to the customer

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Complaints

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Complaints

What are Complaints

Sources of Complaint

Benefits of Handling Complaints

Dangers of Handling Complaints

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Complaints - What Are They?

• A complaint will arise for either or both of two main reasons:

– A product or service is ‘faulty’ and does not function correctly

– A product or service does not meet the expectations of the customer

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• Lets look at incorrect function first:

– Characteristics• Checkable

• Objective

• Resolvable

– the complaint can be investigated using information gathered

Complaints - What Are They?

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