What is the process for handling complaints?

By Guidelines

What is the process for handling complaints?

Complaints handling procedure

  • 1 – Listen to the complaint. Thank the customer for bringing the matter to your attention.
  • 2 – Record details of the complaint.
  • 3 – Get all the facts.
  • 4 – Discuss options for fixing the problem.
  • 5 – Act quickly.
  • 6 – Keep your promises.
  • 7 – Follow up.

What does having a good complaint handling procedure do?

Good complaint handling means: Getting it right. Being customer focused. Being open and accountable.

What are the four steps in leap when handling a complaint?

The LEAP approach – Listen, empathise, agree, partner

  1. Listen.
  2. Empathise.
  3. Agree.
  4. Partner.

What is complaint handling system?

An effective complaint handling system is one that provides confidence that complaints are dealt with effectively through the following three steps: Complaints are responded to promptly, handled objectively, fairly and confidentially. Remedies are provided where complaints are upheld and there is a system for review.

What are the disadvantages of complaints?

Disadvantages of a complaints procedure

  • It can be a time consuming process to collate complaints and identify action.
  • Some staff may be unsure of the complaints procedure and will not handle complaints effectively.
  • It will take time to train all staff in the correct procedure when handling complaints.

How does bad service affect you as an employee?

Poor customer service can cause employees of a business to feel insecure and unhappy at work. Nobody likes being subject to anger from unpleased customers and without sufficient strategies in place to deal with these complaints, employees are far more likely to feel dissatisfied with their jobs.

What does the P in leap stand for?

LEAP is an acronym meaning listen, empathize, apologize, and problem-solve.