Reference no: EM132868482

1. Give examples of three things that customers might complain about in your organisation?

2. What is your organisation's policy for dealing with formal complaints? Detail three points that staff members must adhere to.

3. When taking details of a customer complaint, what needs to be documented? Give examples of types of information that need to be documented.

4. Why is it important to document customer complaints? Give three reasons.

5. Why is it important to review customer complaints? Give three reasons.

6. How does your organisation document customer complaints? Give examples of five steps that need to be taken in the documenting of customer complaints.

7. Give examples of three things you need to consider when making decisions about customer complaints.

8. At what level are you able to make decisions about customer complaints within your role?

9. Give three examples of policies that are in place within your organisation to determine how decisions about customer complaints are made.

10. How should you prepare for a negotiation with a customer to resolve a complaint? Identify at least five steps you should take.

11. Give examples of five steps you need to go through in a negotiation to achieve a successful outcome.

12. Why is it important to document the outcome of the negotiation? Give at least three reasons.

13. Give five examples of good practice for maintaining a register of complaints/disputes in your organisation.

14. Who is responsible for maintaining the register of complaints in your organisation and what form does it take?

15. How should a customer be informed of the outcome of an investigation into a complaint?

16. What process is in place in your organisation if a customer is not satisfied with the outcome of their complaint?

17. What sort of complaints would require referral to external personnel? Give examples of three complaint types that would require referral.

18. Identify three external bodies to which complaints can be referred.

19. Give examples of three types of complaints that you would refer to the police. Who is responsible for doing so?

20. What sort of documents may be included in the investigation report of a complaint that needs to be referred to an external body? Identify at least five documents.

21. What is a "just" resolution?

22. State as many elements of poor customer service as you can.

23. What are the implications of poor customer service on the customer and the organisation? Give at least three implications of poor service.

24. What do you need to consider when analysing options for a resolution? Give examples of at least three things you will need to consider.

25. Give examples of three things you need to explain when making resolution proposals to a customer.

26. Give examples of three resolution options that may be available.

27. What legislation and enterprise policies do you need to consider when making resolution proposals? Give at least three examples.

28. Why might the resolution of a complaint become non-negotiable?

29. To whom in an organisation would you refer a matter that has become, or started as, a non-negotiable matter?