Section 1
A complaint in any expression
What is dissatisfaction?
Three major areas of customer complaints:
Product, personnel, and the business
Showing respect is a form of
Developing relationship with customer
A common way for customers to express their complaints:
Verbal
It can help you improve areas
Complaint
It should include reassuring customers that you value their feedback
COMPLAINTS HANDLING POLICY
An employee use to uncover the hidden reason for a customer’s complaint:
Questioning
Log complaint using
Customer Complaint form
STEP 1 in COMPLAINTS HANDLING PROCEDURE
Listen to the complaint
Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
reputation.
Disconnect between what customers expected and what you delivered causes
Customer Complaints
Used to get negative feedback.
COMPLAINT FORM
The first thing you put on the customer complaint form
Name of Customer
First, identify the issue. If you lower the prices then you have this complaint
Prices Are Too High
Log the complaint so
You can track trends