Customer complaints are often regarded as a bad thing. They can, however, help you identify ways to improve your products or services. This topic gives you practical ways to gather, analyse and act on negative feedback from customers.
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In order to handle customer complaints effectively it’s important to first understand why customers complain. This article gives a brief overview of the main causes of customer dissatisfaction – which are the things that your organisation should avoid wherever possible.
Tags: customer service | handling complaints | improving customer service | dealing with customers
Advice on how to reach a successful outcome when faced with a confrontational customer.
Tags: handling complaints | customer service | dealing with customers | negotiation | confrontation
Complaining customers can be good for business. That's because they flag up the areas of the customer care process that could be improved. This guide to handling customer complaints looks at how to take a pro-active approach to complaint handling.
Tags: customer service | handling complaints | improving customer service | dealing with customers
An exercise that helps teams identify and analyse problems in the customer care practices and procedures in their organisation. Allow 1 hour.
Tags: customer service | customer satisfaction | improving customer service | fishbone analysis
This exercise will help your team to identify and analyse problems in their existing customer service practices and procedures. By addressing the root causes of problems, it is hoped that solutions can be made that will provide benefit to all your customers. Allow one hour.
Tags: customer satisfaction | customer service | handling complaints | improving customer service
The following sample complaint form helps you gather the information you need to investigate customer complaints effectively. It can be easily customised to meet your organisation’s particular needs.
Tags: customer satisfaction | customer service | handling complaints | improving customer service
The following template gives you a good starting point for devising a complaints handling policy. It can be adapted according to the size and nature of your organisation, and can also be used at a departmental level to improve levels of internal customer care.
Tags: customer satisfaction | customer service | handling complaints | improving customer service
Whether you are having a face-to-face meeting with a complaining customer or are contacting them by telephone, make sure you are well prepared with our customer complaint checklist.
Tags: customer satisfaction | customer service | handling complaints | improving customer service