Handling Complaints

Customer may include

• people from a range of social, cultural or ethnic backgrounds

• regular and new customers.

• A seller

Complaints may include all of the following expect?

• different types of severity, formality and sources

• scenarios where external bodies such as police are required

• straightforward customer satisfaction

• level of documentation required.

Document and review reports relating to customer complaints may include:

• using computer-based systems.

• using audio-visual tapes

• completing forms and written reports

• Printer

Which is the first step in the complaints handling procedure?

• Record details of the complaint

• Follow up

• Listen to the complaint

• Act quickly

What does it mean to discuss options for fixing the problem?