Complaint handling Essay

Fair Trading Factsheet cathexiss handlingNovember 2007Need more randomness?Call Consumer Affairs Victoriaon 1300 55 81 81.Quick tipSuccessful businesses work hard to keep their customerssatisfied. Although prevention is better than cure, it is around inevitable that at some stage you will receive a customer mission. Dont presume a customer complaint is a negativeexperience because, if handled well, it can be a valuablelearning tool.An effective complaintshandling system demand person in the company to razz it and take ultimateresponsibility.Benefits for your businessHow to do itAn effective complaints handlingsystem is essential to your business.Your business can benefit in severalways hide complaints effectively by improved product quality andservice delivery fewer mistakes and less time spentfixing them better understanding of customersneeds greater customer loyalty more customers through word ofm proscribedh advertising from satisfiedclients having a policy of welcomingcustomer complaints setting up a system to handlecomplaints effectively training your supply to handlecomplaints well dealing with the complaints youreceive immediately ensu shout the subroutine for makecomplaints is easy for yourcustomers regularly reviewing yourcomplaints record. less time and money spentattracting customers improved business reputation a healthier bottom line.Remember you could be pushingprofits out of the door if you do nothave an effective complaints handlingsystem.varlet 1 of 4 Copyright State of Victoria 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 initialcomplaint.Set up a system to handlecomplaints effectivelyTrain 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 visualize the system isperforming 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 ensure that there is adequate informationavailable to the public about howto calculate any problems with yourbusiness, especiallyat the point of sale front line staff are 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 initialcomplaint. This will ensure that thecustomer knows the complaint isbeing processed. Although the progenymay not be resolved, the customerwill be aware that it is beingaddressed. their authority to settlecomplaints when and to whom theyneed to refer complaints there is a pr ocess to handle themore difficult and complex cases complaints are reviewed regularlyto identify 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 FactsheetDate of Issue November 2007Ensure the process formaking complaints is easyfor your customersSome suggestions are Have a desk within your storewhere people can take theirenquiries or complaints. Arrange a dedicated surround linefor complaints or problems. Consider using a simple sign atyour point of sale, or a paragraphon company invoices, such asYour custom is important to us.If you are not satisfied, please letus know. Include a customer feedbackoption on your website. refresh 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 pursuancepage for example). Review complaints mont hlyor 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 Victoria prim Consumer &Business 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 amobile 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 Contact Us link.Because this publication avoids the use of court-ordered language, information about the law may have been summarised or expressed in general statements. This information should not be relied upon as a backing for professional legal advice or reference 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 81Customer Complaint Form1. Customer detailsTitle (Mr, Mrs, etc) Family name (surname)Given labelStreet addressSuburbHome telephone quashBusiness telephone numberPostcodeMobile telephone numberEmail address (if applicable)2. Details of other person or supplier involved in this complaint NameStreet addressSuburbHome telephone numberBusiness telephone numberPostcodeMobile telephone numberEmail address (if applicable)3. Details of goods or services supplied to the customerDate of barter for or service//Description of the goods or service including make, model, type of service, purchase method, etc.4. Details of what the customer complaint isOffice use onlyComplaint received byDate received/Action taken or requiredDate action complet ed//SignatureIn person/In writing