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a Customer Complaint Policy very Important During Staffing Shortages

By Barrow Group Staff / June 07, 2022

Customer Complaint policy

This policy details the customer complaint process and how such complaints should be handled by the Company and its employees. Use this as a standalone policy or part of an employee handbook.

 

Customer Complaint Policy

This Customer Complaint Policy aims to not only provide a framework for employees to work with when handling complaints from customers, but also to ensure consistency within [your organization] in handling and resolving complaints from customers. Addressing customer complaints helps the company in following through on our commitment to provide quality products, services and customer service.

[Your organization] defines the term “complaint” as any expression of dissatisfaction or grievance made by a customer or member of the public about any [your organization] service or product, not including a request for information.

[Your organization's] customer service representatives will provide reasonable information and assistance to customers to ensure that complaints are made effectively. Complaints may be made in any of the following ways:

  • Via telephone at [insert phone number]
  • Via email at [insert email address]
  • Via mail at [insert address]

Complaints will be acknowledged upon receipt by the company and customers will be provided with a reference number that can be used to identify the progress of their complaint.

Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be used to confirm complaints are resolved promptly and courteously. Managing our customers’ expectations realistically is our goal. This involves the careful examination of each complaint and the provision of a resolution offered on the basis of that analysis.

Complaints will be recorded and analyzed to ensure that our complaint management processes comply with this policy. Trends will be identified, and feedback will be provided to the relevant departments to improve current processes.

Our mission is to resolve customer complaints immediately, rather than delaying the resolution. When necessary, customers will be kept informed of the progress of their complaint and the company’s internal escalation process.

When a customer has exhausted his or her avenues for addressing the complaint within the company or finds those avenues unacceptable, he or she can be advised of external channels for escalation, such as [insert external channels for escalation here].

Topics: Customer Complaint Policy

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