Download - ECH
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Customer Complaint Handling
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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 and 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 and 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
Sources of Complaint
Benefits of Handling Complaints
Dangers 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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