Reference no: EM133212938

A procedure will ensure complaints are dealt with the same way, every time. The procedure should be easy to understand and follow by all staffs. The procedure could include the following steps:

1. Follow the complaints: Thank the customer for bringing the matter to attention. Apologize and accept ownership, do not blame other and remain courteous.
2. Record details of the Complaint: Go through the complaint in detail so we can understand exactly what the problem is. Keep records of all complaints in one principal place or register. This will help us identify any trend or issues.
3. Get all the information: Check that you understood and recorded the details of the complaint correctly. Ask question if necessary.
4. Discuss option for fixing the problem: As the customer what response they are seeking; it could be remade, replacement, refund, or apology. Decide if the request is reasonable.
5. Act fast: Aim to resolve the complaint quickly. If you take a long time they tend to escalate.
6. Keep your promises: Keep the customer informed if there are any delays in resolving their request. Do not promise things that you cannot deliver.
7. Follow up: Contact the customer to find out they were satisfied with how their complaint was managed. Let them know what you are doing to avoid the problem in the future.

We need to make sure that the staff are trained to follow our procedure when handling complaints and that they have power to resolve issues as quickly as possible. Encourage the customer to provide feedback and complaints so that let us know when there is a problem and given us opportunity to resolve it.

Question: 

SUMMARY OF CHANGED POLICY ISSUES BELOW:

1. CUSTOMER COMPLAINTS