d - Mahratta Chamber Of Commerce Industries & Agriculture Pune

ALWAYS
WELCOME
CUSTOMER
COMPLAINTS
Vishwas Kale
Most organizations look at
c o m p l a i n t s r a i s e d b y
customers with contempt. But
temper and respond positively, most
complaints can be quickly and
painlessly resolved. Complaints’ system
customer knows what exactly is
happening and when they shall hear
from you. Then stick to the timetable you
the reality is dissatisfied customers help must be properly publicized - you should have given.
you improve your business. Let us devote the same resources to
approach customer complaints with a publicizing your complaints’ systems as Be sensitive to people’s desire for
new perspective. you would to any other service you offer. confidentiality and respect this
All customer contact staff should be wherever possible. Make sure that you
Most unhappy customers do not bother trained to respond positively to act on complaints and escalate them
to complain. The people who complain complaints not just the nominated wherever necessary . Most importantly,
are often just trying to help. Be grateful complaints’ redressal staff. It should be tell customers what you have done as a
to them. Complaining customers usually physically easy for a customer to result of their contacting you. Ensure
want to do so informally which means complain. Complaints’ points should be that information received from
verbally - not in writing. Complaints are manned outside normal office hours and complaints is circulated to all the people
often expressed in colourful language - toll free phone lines or free postal in your organization who could learn
but this is not because complainants are addresses should be available for from it.
aggressive. Most complainants just people who cannot complain in person.
want to be listened to, given an
Complaint Handling Essentials
explanation of what went wrong, an Complaint procedures should be kept
apology and an assurance that things simple with no more than two to three The customer truly is always right - even
will be put right. stages. Try to resolve most complaints when he is wrong. Make a realistic
at the first, informal stage. The faster a estimate of how many complaints you
Customer Friendly Complaints' complaint is resolved, the more likely might expect to handle and then staff up
Systems the customer is to be happy with the
resolution. If a complaint cannot be
to meet this.
If you are prepared to listen, keep your resolved instantly, make sure the Train your staff (that includes other
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