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Handling complaints.

Article Excerpt
This checklist outlines a procedure for handling complaints in small or large, manufacturing or service, private or public sector organisations.

It is designed to enable a consistent organisation-wide approach to complaints which ensures that they are dealt with effectively to the advantage of both the customer and the organisation.

Definition

A complaint is an expression of lack of satisfaction with any product or service, whether orally or in writing, from an internal or external customer.

Advantages

A complaints procedure:

provides a clear approach when a complaint occurs

engenders understanding and confidence on how to tackle complaints

helps to remove personal 'guilt' feelings when receiving a complaint

leads to a recognition of complaints as valuable feedback, not criticisms

can produce records for analysing possible service improvements.

Action checklist

1. Establish a common approach to handling complaints

This must have widespread approval from the top to the bottom of the organisation, including staff who do not come into direct contact with customers. Ensure that everyone is thinking about customers in the same way. This should be embedded into the organisation's culture and is primarily the responsibility of...

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