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Effective Complaint HandlingDESINGED BY,SUNIL KUMAR,LECTURER

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About These Sample Slides

• This sample contains the first 10 slides only.

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Learning Objectives

• When you have completed this module you will be able to define the key concepts associated with Handling Complaints and you will be able to:– Define what a complaint is

– Understand why Customers complain

– Describe the components of an effective complaint handling process

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Learning Objectives

– Explain the various documentation requirements

– Use Tracking & Trending of complaints for continuous improvement activity

– Understand how a more professional approach to the handling of complaints in the organization can deliver benefits in terms of increased customer satisfaction

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Complaints & The Organization

• How customer complaints are handled reflects on the organization in terms of:

– Value placed on the customer

– Image

– Ability to support products and services

– Value of the product and service

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Why Handle Complaints?

• There is now a greater focus on how complaints are handled by organizations as:

– The focus changes from being product driven to being customer driven

– The business environment has become more competitive

– Service has become the main differentiating factor

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Internal & External Customers

• It should be noted that complaints from internal customers need to be handled effectively

• From an organizational point of view, poor handling of complaints from internal customers can lead to:

– De-motivation of those who complain– Poor performance– Generation of defective products and services– Late delivery to the customer

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Complaints

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Complaints

What Are Complaints?What Are Complaints?

Sources of ComplaintSources of Complaint

Benefits of Handling ComplaintsBenefits of Handling Complaints

Dangers of Handling ComplaintsDangers of Handling Complaints

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Complaints - What Are They?

• A complaint will arise for either or both of two main reasons:

– A product or service is ‘faulty’ and does not function correctly

– A product or service does not meet the expectations of the customer

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• Lets look at incorrect function first:

– Characteristics• Checkable• Objective• Resolvable

– the complaint can be investigated using information gathered

Complaints - What Are They?

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