Explain Policies and Procedures Relating to the Handling of Complaints


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Brief :

Complaints are the statements which describe that the individual is not happy or satisfied. Complaints can be received by an organisation from both perspective, employee’s perspective and customer’s perspective. Employees complain when they are not satisfied with their job and work culture. On the other hand, customers complain when they are not satisfied with the quality of products and services. In context of organisations, there are various reasons for a complaint like due to limitation of resources, personality differences, issue in product quality, communication challenge and many others. Customer Service Department is responsible to solve the complaints of the customers for their company success.

It is essential for the organisations to formulate the policies and procedures to understand the complaints and handle it appropriately so that the organisations will work smoothly and achieve their target on time. It is essential for the manager of an organisation to understand the main cause of complaint and try to handle it as soon as possible so that the complaints will not create any obstacle for organisational success.

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Procedure of Handling a Complaint

There are four stages of handling a complaint which are mentioned below:

Stage 1- Acknowledge the problem

It is essential for an employee to identify the main reason of the complaint. Here, the employee is required to analyse what all challenges can be faced by the company due to the complaints which they receive from their customers.

Stage 2- Apologize

It is essential for the employees to apologize with the clients if they face any serious issue regarding the quality of product. It shows that the company is polite and need to solve the issue of customer as soon as possible. Here, the employees are required to respond quickly to the customers.

Stage 3- Offer solutions

Here, the manager is required to offer the solution to the clients regarding the complaints. For example, if a customer has complain regarding the quality of product because they receive damaged product then the company offer solution of exchange of goods on same price or cash back solution.

Stage 4- Follow-up

This stage takes place after solving the complaint of the customer. Here, the company is required to ask the customer that whether they are satisfied or not with the solution provided to them.

Policies of handling a Complaint

It is essential for the organisations to make complaint management policies. Few of the policies which can help to handle complaints are mentioned below-

Quality Control Policy- Most of the organisations have Quality Control Policy for their products. The main cause of customer complaints is related to poor quality of products. Hence, it is essential for the companies to offer high quality of product so that they will satisfy their customers and did not receive any complaint. In context of this policy, a product need to certified with quality department and get approval for good quality of product. In case of quality issue the product or a bulk of product will not be sold to customers at any case.

Respond Quickly- It is essential for the organisations to respond quickly to their customers and their complaints. Most of the companies have the policy to respond the customer’s complaint within 24 hours. It is essential for employees to communicate politely with their customers and listen them appropriately.  

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