How to Manage Customer Complaints
While some companies try to hide from customer complaints and pretend they do not exist, others embrace those complaints and use them to improve operations. Companies of all sizes can actually learn a lot by listening to their customers, and those complaints can be used to improve business operations and increase profits.
Other People Are Reading
Instructions
-
-
1
Assign a particular individual or group of individuals to be in charge of all customer complaints. Give that individual or individuals the authority to assign specific complaints to the appropriate members of the management team.
-
2
Create a database to hold all customer complaints. The complaint table should include fields for the first and last name of the customer, the type of product they purchased, the date the letter was received and the date the product was purchased. The database should also include a large notes section for any additional information.
-
-
3
Enter each customer complaint into the database as soon as the complaint letter or phone call is received. This will make it easier to search for complaints by product line--a large number of complaints related to a specific product can be an indication of poor quality control.
-
4
Make a copy of each customer complaint and assign it to the applicable manager. For instance, a complaint about poor service in the Topeka store would be assigned to the individual who manages operations there.
-
5
Scan a copy of the complaint to an electronic file. Create a folder on your company's network to hold all scanned complaint letters and backup information.
-
6
Place the copy of the complaint letter in a file. Use a tickler file to remind yourself to follow up on the complaint. Place the complaint letter in an accordion file in date order and follow up with the appropriate manager as each date approaches.
-
7
Make sure that each customer has been contacted, either by telephone, in writing or both. Get copies of all applicable customer correspondence, including offers of replacement merchandise, free coupons and personalized service.
-
8
Follow up personally with each customer to make sure the concerns have been adequately addressed. Ask what else you can do to address any unmet concerns.
-
1
References
- Photo Credit business colleagues preparing for business meeting image by Vladimir Melnik from Fotolia.com
