Having an effective complaint procedure in place has three main benefits to an organisation;
It provides information that can allow the organisation to make improvements.
When a complaint is handled in a good manager, the reputation of the organisation can improve which will strengthen public confidence.
Allows issues to be resolved in a timely and cost-effective way.
Organisations have various complaint procedures – below is various examples.
Tesco understand that they sometimes don’t get things right and they encourage their customers to tell them their negative feedback/complaint in order for them to fix things and make improvements in the future. They advise on their website that they want it to be easy for their customers to make complaints, ensure that it is listened to, consider how to resolve the complaint and ensure the customer is happy with the resolution and how the complaint was handled. A complaint can be made via telephone or writing and should get resolved straight away however is they have been unable to resolve the complaint within 4 business days they will write to the customer to advise the complaint has been received and who is dealing with it. If after 10 business days …show more content…
This can be less effective as phoning call centres is frustrating enough and can sometimes add to the anger. The customer services team can be contacted by phone, live chat or by letter. They advise the complaint will be looked into and resolved within 5 working days. If the customer is still not happy they can get in touch with a specific team called ‘Complaints Review Service’ who are responsible for finding a resolution the customer is happy with. A direct email address is provided on the website, they also state on their website if things haven’t been sorted in 8 weeks to contact Ombudsman
It provides information that can allow the organisation to make improvements.
When a complaint is handled in a good manager, the reputation of the organisation can improve which will strengthen public confidence.
Allows issues to be resolved in a timely and cost-effective way.
Organisations have various complaint procedures – below is various examples.
Tesco understand that they sometimes don’t get things right and they encourage their customers to tell them their negative feedback/complaint in order for them to fix things and make improvements in the future. They advise on their website that they want it to be easy for their customers to make complaints, ensure that it is listened to, consider how to resolve the complaint and ensure the customer is happy with the resolution and how the complaint was handled. A complaint can be made via telephone or writing and should get resolved straight away however is they have been unable to resolve the complaint within 4 business days they will write to the customer to advise the complaint has been received and who is dealing with it. If after 10 business days …show more content…
This can be less effective as phoning call centres is frustrating enough and can sometimes add to the anger. The customer services team can be contacted by phone, live chat or by letter. They advise the complaint will be looked into and resolved within 5 working days. If the customer is still not happy they can get in touch with a specific team called ‘Complaints Review Service’ who are responsible for finding a resolution the customer is happy with. A direct email address is provided on the website, they also state on their website if things haven’t been sorted in 8 weeks to contact Ombudsman