How would you deal with Customer Complaints?

First of all as we learned in Outcome 5 of Admin Services, there should be a Customer Service Policy which is normally available in a document format.

Every employee should be well aware of it and know the procedures... hence the immortal line: "Know Company Procedures"!!!

1. Who receives the complaint? Customer Services? Complaints Dept.?

2. How was the complaint received? Phone, email, letter?

3. What happens next if the complaint is not dealt with in terms of satisfying the customer. Money back? Replacement product?

4. Compensation given. As above, but could involve cash or claims. Depends on the company and the complaint. For example if the product was dangerous there could also be a product recall... remember the Mini recall a while back? The petrol cap could ignite the petrol pumps!