Complaint handling Essay

attractive Trading FactsheetComplaints handlingNovember 2007Need muchin airation?Call Consumer Af median(a)s capital of Seychelleson 1300 55 81 81.Quick gunpointSuccessful office of straines work hard to keep their clients satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you result receive a customer  unhealthiness. Dont presume a customer complaint is a negative experience beca handling, if crossd well, it cease be a valuablelearning tool.An useful complaints handling system ask someone in the political party to drive it and take ultimate responsibility.Benefits for your businessHow to do itAn effective complaints handlingsystem is essential to your business.Your business can benefit in severalwaysHandle complaints effectively by improved product quality andservice delivery fewer mistakes and slight time spent fixing them better controling of customers  accepts great customer loyalty m ore customers through word ofmouth announce from satisfiedclients having a policy of welcomingcustomer complaints setting up a system to handlecomplaints effectively training your staff to handlecomplaints well dealing with the complaints youreceive at once ensuring the process for making complaints is soft for yourcustomers regularly reviewing your complaints record. less time and money spent attracting customers improved business reputation a healthier bottom line.Remember you could be pushing profits out of the door if you do not  tolerate an effective complaints handling system.Page 1 of 4 Copyright State of capital of Seychelles 2008www.consumer.vic.gov.au1300 55 81 81Fair Trading FactsheetQuick tipImplement a federation policy that contact is to be make with the customer within 48 hours of the initialcomplaint.Set up a system to handle complaints effectivelyTrain your staff to handle complaints constructivelyAn effective complain ts handling system needs someone in the company to drive it and take ultimate responsibility. This is a person who has the best raise of both the customer and the company at heart, and the interpersonal and managerial skills to see the system is performing well.Make sure all staff understand thecomplaints handling policy, whyit was introduced, how it will workand the benefits for your business.The complaints officer needsto date that there is adequate informationavailable to the public about howto maneuver any problems with yourbusiness, especiallyat the point of sale front line staff be aware of the complaints handling policyEncourage and final payment your staff fordealing with disgruntled customersand handling their complaints well.Deal with the complaints you receive immediately Implement a company policy that contact is to be make with the customer within 48 hours of the initial complaint. This will ensure that the c ustomer knows the complaint is being processed. Although the issue may not be resolved, the customer will be aware that it is being  get byed. their authority to settle complaints when and to whom they need to refer complaints there is a process to handle the more herculean and complex cases complaints are reviewed regularly to identify any ongoing issues reports are made to senior management about complaints.Page 2 of 4 Copyright State of Victoria 2008www.consumer.vic.gov.au1300 55 81 81Fair Trading Factsheet era of Issue November 2007Ensure the process for making complaints is balmy for your customersSome suggestions are Have a desk within your store where pile can take their enquiries or complaints. Arrange a dedicated resound line for complaints or problems. Consider using a simple home run at your point of sale, or a paragraph on company invoices, such as Your custom is important to us.If you are not satis fied, satisfy letus know. Include a customer feedback  resource on your website.Review your complaintsregularlyRegular reviews of complaints willgive you a good indication of howand where your business couldimprove. Use a standard form to record thedetails of complaints (see followingpage for example). Review complaints monthlyor quarterly to establish whetherthere are any trends,or diaphanous things you couldchange or improve. Use complaint records to checkhow well and how quickly yourstaff handle complaints.More informationInformation on fair trading is available fromConsumer personal business VictoriaVictorian Consumer & disdain Centre113 Exhibition roadwayMelbourne 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 amobile outreach service thatregularly visits rural communities.To unwrap details on the office ormobile service warm you, ring1300 55 81 81 or go to theConsumer Affairs Victoria websiteon www.consumer.vic.gov.auand click on the Contact Us link.Because this yield avoids the use of legal language, information about the law may have been summarised or expressed in general statements. This information should not be relied upon as a substitute for professional legal advice or root to the actual legislation.Authorised by the Victorian Government 121 Exhibition Street Melbourne Victoria 3000. F1-01-02Page 4 of 4 Copyright State of Victoria 2008www.consumer.vic.gov.au1300 55 81 81client Complaint Form1. Customer detailsTitle (Mr, Mrs, etc) Family name (surname)Given namesStreet addressSuburbHome telephone issue forthBusiness telephone outcomePostcodeMobile telephone listEmail address (if applicable)2. exposit of other person or supplier involved in this complaint NameStreet addressSuburbHome telephone numberBusiness telephone numberPostcodeMobile telephone number Email address (if applicable)3. Details of goods or services supplied to the customerDate of purchase or service//Description of the goods or service including make, model, lawsuit of service, purchase method, etc.4. Details of what the customer complaint isOffice use onlyComplaint received byDate received/ work on taken or requiredDate action completed// theme songIn person/In writing