Complaint handling Essay

Fair Trading Factsheet Complaints handling November 2007 Need more information? Call Consumer Affairs Victoria on 1300 55 81 81. Quick tip Successful businesses work hard to keep their customers  satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you will receive a customer  complaint. Don’t presume a customer complaint is a negative  experience because, if handled well, it can be a valuable learning tool. An effective complaints  handling system needs  someone in the company to  drive it and take ultimate  responsibility. Benefits for your business How to do it An effective complaints handling system is essential to your business. Your business can benefit in several ways: Handle complaints effectively by: †¢ improved product quality and service delivery †¢ fewer mistakes and less time spent  fixing them †¢ better understanding of customers’  needs †¢ greater customer loyalty †¢ more customers through word of mouth advertising from satisfied clients †¢ having a policy of welcoming customer complaints †¢ setting up a system to handle complaints effectively †¢ training your staff to handle complaints well †¢ dealing with the complaints you receive immediately †¢ ensuring the process for making  complaints is easy for your customers †¢ regularly reviewing your  complaints record. †¢ less time and money spent  attracting customers †¢ improved business reputation †¢ a healthier bottom line. Remember you could be pushing  profits out of the door if you do not  have an effective complaints handling  system. Page 1 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Fair Trading Factsheet Quick tip Implement a company policy  that contact is to be made  with the customer within  48 hours of the initial complaint. Set up a system to handle  complaints effectively Train your staff to handle  complaints constructively An effective complaints handling  system needs someone in the  company to drive it and take ultimate  responsibility. This is a person who  has the best interest of both the  customer and the company at heart,  and the interpersonal and managerial  skills to ensure the system is  performing well. Make sure all staff understand the complaints handling policy, why it was introduced, how it will work and the benefits for your business. The complaints officer needs to ensure that: †¢ there is adequate information available to the public about how to address any problems with your business, especially at the point of sale †¢ front line staff are aware of: †¢ the complaints handling policy Encourage and reward your staff for dealing with disgruntled customers and handling their complaints well. Deal with the complaints  you receive immediately  Implement a company policy that  contact is to be made with the  customer within 48 hours of the initial  complaint. This will ensure that the  customer knows the complaint is  being processed. Although the issue  may not be resolved, the customer  will be aware that it is being  addressed. †¢ their authority to settle  complaints †¢ when and to whom they  need to refer complaints †¢ there is a process to handle the  more difficult and complex cases †¢ complaints are reviewed regularly  to identify any ongoing issues †¢ reports are made to senior  management about complaints. Page 2 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Fair Trading Factsheet Date of Issue: November 2007 Ensure the process for  making complaints is easy  for your customers Some suggestions are: †¢ Have a desk within your store  where people can take their  enquiries or complaints. †¢ Arrange a dedicated phone line  for complaints or problems. †¢ Consider using a simple sign at  your point of sale, or a paragraph  on company invoices, such as  Ã¢â‚¬ËœYour custom is important to us. If you are not satisfied, please let us know’. †¢ Include a customer feedback  option on your website. Review your complaints regularly Regular reviews of complaints will give you a good indication of how and where your business could improve. †¢ Use a standard form to record the details of complaints (see following page for example). †¢ Review complaints monthly or quarterly to establish whether there are any trends, or obvious things you could change or improve. †¢ Use complaint records to check how well and how quickly your staff handle complaints. More information Information on fair trading is  available from: Consumer Affairs Victoria Victorian Consumer & Business Centre 113 Exhibition Street Melbourne 3000 Telephone 1300 55 81 81 Website www.consumer.vic.gov.au Regional Offices Consumer Affairs Victoria also has regional offices located in Ballarat, Bendigo, Geelong, Morwell, Mildura, Wangaratta and Warrnambool together with a mobile outreach service that regularly visits rural communities. To find details on the office or mobile service nearest you, ring 1300 55 81 81 or go to the Consumer Affairs Victoria website on www.consumer.vic.gov.au and click on the Contact Us link. Because this publication avoids the use of legal language, information about the law may have been summarised or expressed in general statements. This information should not be relied upon as a substitute for professional legal advice or reference to the actual legislation. Authorised by the Victorian Government 121 Exhibition Street Melbourne Victoria 3000. F1-01-02 Page 4 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Customer Complaint Form 1. Customer details Title (Mr, Mrs, etc) Family name (surname) Given names Street address Suburb Home telephone number Business telephone number Postcode Mobile telephone number Email address (if applicable) 2. Details of other person or supplier involved in this complaint Name Street address Suburb Home telephone number Business telephone number Postcode Mobile telephone number Email address (if applicable) 3. Details of goods or services supplied to the customer Date of purchase or service / / Description of the goods or service including make, model, type of service, purchase method, etc. 4. Details of what the customer complaint is Office use only Complaint received by Date received / Action taken or required Date action completed / / Signature In person / In writing