complaint handling

Topics: Melbourne, Postal code, Telephone Pages: 9 (935 words) Published: October 6, 2013
Fair Trading Factsheet

Complaints handling
November 2007

Need more
information?
Call Consumer Affairs Victoria
on 1300 55 81 81.

Quick tip

Successful businesses work hard to keep their customers
satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you will receive a customer
complaint. Don't presume a customer complaint is a negative
experience because, if handled well, it can be a valuable
learning tool.

An effective complaints
handling system needs
someone in the company to
drive it and take ultimate
responsibility.

Benefits for your business

How to do it

An effective complaints handling
system is essential to your business.
Your business can benefit in several
ways:

Handle complaints effectively by:

• improved product quality and
service delivery
• fewer mistakes and less time spent
fixing them
• better understanding of customers'
needs
• greater customer loyalty
• more customers through word of
mouth advertising from satisfied
clients

• having a policy of welcoming
customer complaints
• setting up a system to handle
complaints effectively
• training your staff to handle
complaints well
• dealing with the complaints you
receive immediately
• ensuring the process for making
complaints is easy for your
customers
• 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
have an effective complaints handling
system.

Page 1 of 4
© Copyright State of Victoria 2008

www.consumer.vic.gov.au
1300 55 81 81

Fair Trading Factsheet

Quick tip
Implement a company policy
that contact is to be made
with the customer within
48 hours of the initial
complaint.

Set up a system to handle
complaints effectively

Train your staff to handle
complaints constructively

An effective complaints handling
system needs someone in the
company to drive it and take ultimate
responsibility. This is a person who
has the best interest of both the
customer and the company at heart,
and the interpersonal and managerial
skills to ensure the system is
performing well.

Make sure all staff understand the
complaints handling policy, why
it was introduced, how it will work
and the benefits for your business.

The complaints officer needs
to ensure that:
• there is adequate information
available to the public about how
to address any problems with your
business, especially
at the point of sale
• front line staff are aware of:
• the complaints handling policy

Encourage and reward your staff for
dealing with disgruntled customers
and handling their complaints well.

Deal with the complaints
you receive immediately
Implement a company policy that
contact is to be made with the
customer within 48 hours of the initial
complaint. This will ensure that the
customer knows the complaint is
being processed. Although the issue
may not be resolved, the customer
will be aware that it is being
addressed.

• their authority to settle
complaints
• when and to whom they
need to refer complaints
• there is a process to handle the
more difficult 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 2008

www.consumer.vic.gov.au
1300 55 81 81

Fair Trading Factsheet
Date of Issue: November 2007

Ensure the process for
making complaints is easy
for your customers
Some suggestions are:
• Have a desk within your store
where people can take their
enquiries or complaints.
• Arrange a dedicated phone line
for complaints or problems.
• Consider using a simple sign at
your point of sale, or a paragraph
on company invoices, such as
'Your custom is important to us.
If you are not...
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