Effective Complaint Handling

DESINGED BY, SUNIL KUMAR, LECTURER

COMPILED BY, MR. SUNIL KUMAR, LECTURER

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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 & 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 & 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

Complaints

Complaints
What Are Complaints?

Sources of Complaint

Benefits of Handling Complaints

Dangers of Handling Complaints

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

Complaints - What Are They?

Lets look at incorrect function first:
Characteristics
Checkable Objective Resolvable
the complaint can be investigated using information gathered

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THANK YOU

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