Effective complants handling

1. 1
Effective Complaint Handling
DESINGED BY,
SUNIL KUMAR,
LECTURER

2. 2
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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THANK YOU