Question 5: Customer complaints and feedback

What are common reasons for customer dissatisfaction?

• Faulty product, misleading advertising, good staff

• Promises not kept, rude staff, longer waiting periods

• Slow delivery, good after sales service, hidden costs

• Staff who know the product, slow response times, poor product

Why may a staff member feel dissatisfied?

• May not feel valued

• Have flexible work hours

• Receive too much feedback

• Have support of management

For every complaint received, how many complaints are never expressed?

• 15

• 20

• 25

• 30

What is important when dealing with a complaint?

• Getting side-tracked

• Listening respectfully while interrupting

• Exceeding the customer's expectations

• Resolving the complaint to the company's benefit

What is important when developing a customer complaints policy?

• All complaints must be answered within two weeks

• Ensure there is a hierarchy for answering complaints

• One person handles one complaint from beginning to end

• Apologies if the complaint cannot be resolved and then do nothing

What are the four basic steps when problem solving?

• Thinking of solutions, negotiating with customer, involving management, apologising for the delay

• Defining the problem, generating solutions, selecting the best alternative, implementing the solution

• Discussing the problem with management, asking what the customer wants, giving the customer choices, implementing the cheapest alternative

• Gather information, weigh up the positives and negatives, discuss alternatives with customer, come up with a new idea to solve the problem

What skills are used when settling differences between two parties so an amicable decision is made?

• Negotiating

• Problem solving

• Decision making

• Conflict resolution

How much does it cost to go to the NSW Civil and Administrative Tribunal?

• $35

• $37

• $45

• $47

What is the first step in the tribunal process?

• Arbitration

• Conciliation

• Hearing

• Judgement

What should you do if you receive a complaint about rude staff?

• Rotate staff to more suitable duties

• Offer a discount on their next purchase

• Train the staff about the products they are selling

• Designate one staff member to deal with the complaint