Complain Resolution Process
Managing complaints in your business
A well-developed complaints handling policy gives your business a strategy, guidelines and clear set of directions for handling customer complaints.
For the growth of every organization it is very much necessary to have a well established complaint resolution process. Once you have created a complaints handling policy, it's important to implement it within the day-to-day operations of your business. There are different kinds and types of complaints; the most important thing to deal complaints is to have a developed process to be dealt with a specific kind of complaint.
Creating procedures for complaints
Complaints can be settled under three stages:
1. Finding out why your customer is unhappy
2. Doing everything you reasonably can to make your customer happy
3. Reviewing the incident to consider potential improvements to service or complaints handling.
Communicating complaints procedure
Be sure that your staff is well aware and skilled in complaints policy and procedures. It's vital that they understand their role in resolving and recording complaint incidents, and nominating complaint contacts.
You should also take steps to communicate your complaints policy and procedures to customers (e.g. through your website and business communications).
Reviewing your complaints handling policy
Your complaints handling policy will ensure you are keeping good records of complaint incidents.
Schedule time periodically to review your business complaints and check for patterns in the type, nature and handling of complaints.
This review will allow you to identify issues such as:
· the number and type of complaints
· customer service weaknesses
· your staff's complaint-handling skills
· Customer complaint behaviour and your management approaches.
While many complaints are easily resolved, some can be very challenging. Resolving complaints with dissatisfied customers requires good business processes, courteous communication and strong conflict resolution skills.
Managing unresolved complaints
If you are unable to resolve a complaint after taking all reasonable steps, you may find a third party dispute resolution service helpful.
If your customer lodges a formal complaint about your business, disputes can be resolved using alternate dispute resolution processes such as mediation, without involving the courts.
Mediation can be arranged through non-government providers out of the court.