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Grievance and Complaint Handling in Service Industry

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Grievance and Complaint Handling in Service Industry
SERVICES AND CUSTOMER MANAGEMENT

GRIEVANCE AND COMPLAINT HANDLING IN SERVICE INDUSTRY

Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group Members:
Gowtham Nannapaneni (10018)
Thammiah Ayappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)
Group 10: Section ‘B’
Gowtham Nannapaneni (10018)
Thammaiah Aiyappa (10042)
Amit Kumar Jha (10064)
Kundal Mahanta (10085)
Sowmya.B (10108)

Contents Introduction 2 Reasons for customer complaining behaviour 2 Expectation of a customer once they have made a complaint 2 Importance of handling customer complaints 3 Principles of good complaint handling 4 Importance of listening, empathy and trust in handling complaints 4 Reasons for failure of companies to improve their customer handling procedures 5 Complaint handling process in the Banking sector 6 Example-ICICI Bank’s complaint handling policy 6 RBI’s Banking Ombudsman scheme 7 Example-Vodafone complaint handling policy 8

Introduction
A complaint is an expression of displeasure, such as low quality service at a store, or from a local government, etc. It is a term often used to refer to objections raised about poor treatment, mistakes, faults or injustices in dealings with public officials.

The first law of service quality and productivity might be: Do it right the first time. But the fact
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