Effective Complaint Handling

1
About These Sample Slides
• This sample contains the first 10 slides only.

• To Receive 2 Complete Free Courses Contact

oaksales@oaktraining.com

• Special Offer Now Available

– Get All 52 Courses For Only $10 Each

http://www.oaktraining.com/All-Training-Content.html

2
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

3
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

4
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

5
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

6
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

7
Complaints

8
Complaints

What
WhatAre
AreComplaints?
Complaints?

Sources
Sourcesof
ofComplaint
Complaint

Benefits
Benefitsof
ofHandling
HandlingComplaints
Complaints

Dangers
Dangersof
ofHandling
HandlingComplaints
Complaints

9
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

10
Complaints - What Are They?

• Lets look at incorrect function first:

– Characteristics
• Checkable
• Objective
• Resolvable

– the complaint can be investigated using information

gathered

11
News At Oak Training
• Check Out Our New Website

http://www.theresilientemployee.com

12