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Complaint Management

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However well jobs are planned and promises made, occasionally, things do go wrong and customers become dissatisfied. As the majority of businesses rely very much on both advertising and customer recommendations, to leave a customer dissatisfied, normally means that at every opportunity they will tell all in sundry not to consider using the particular business concerned.

There are two ways of dealing with a complaint, one is ignore it and hope it will go away, thus leading to the follow up problems outlined above or deal with the problem as soon as possible.

Also, with regard to promises made there is an old saying, don’t promise what you can’t deliver and if you do because you believe you can, always keep the customer fully informed if things are not going to plan. They may not be happy but at least they can’t complain that they have not been informed of the problem.

Most large companies have fully trained staff to answer customer complaints; in many cases small business rely on the ‘hope it will go away option’.

Whilst to correctly deal with a customer’s complaint is very time consuming, it is a necessary option if you want to avoid the loss of a customer’s recommendation of your business.

Complaints are usually received via letter, email, or by telephone. If it is received by phone always be prepared to write to the person concerned, outline clearly what their complaint or complaints were and advise that they are being investigated and that the company will respond in due course. Also, for complaints received formally always acknowledge receipt and that the matter is being looked into and a response will be forthcoming

Note exactly what the complaint or complaints refer to and make sure that in response they are all covered and answered.

If there is a need to visit site to discuss the matter, make the necessary customer contact and arrange an acceptable time and date.

Following investigation, it is highly recommended that where a complaint is justified, it is fully accepted and that every effort is made to put the matter right as soon as is practically possible. Normally, this will change a customer who is dissatisfied into one who will sing your businesses praises simply because it was accepted that there was a problem and that it was righted without further argument.

Where no justification for the complaint is found, advise the customer of the findings. If this is not acceptable to the customer concerned then your business has two choices, to avoid bad publicity either reluctantly accept that the customer is right and deal with it as above, or forward all correspondence and findings to your Insurance Company and let them deal with it.

Remember there are always customers who will complain simply because they cannot afford the bill and, therefore, are attempting delaying tactics in order to get it reduced by means of some form of compensation offer. Beware, these types of people do exist and there are many small businesses, where cash flow is essential, who have fully experienced such persons.

 

 


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