BSBCMM301B ebook 23032015

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eBook <strong>BSBCMM301B</strong> Process Customer Complaints The Australian Consumer Law also generally reflects most of the consumer protection provisions of the fair trading legislation in each state and territory. Consumer protection is a group of laws and organisations designed to ensure the rights of consumers as well as fair trade competition and the free flow of truthful information in the marketplace. The laws are designed to prevent businesses that engage in fraud or specified unfair practices from gaining an advantage over competitors; they may also provide additional protection for the weak and those unable to take care of themselves. Consumer protection laws are a form of government regulation, which aim to protect the rights of consumers 1.4 Negotiate resolutions Negotiating can be an important part of the complaint resolution process. Negotiation in business is a learned skill that improves with practice. When dealing with customers, a win-win negotiation should try to be achieved to maintain the relationship. The process of negotiation should always try to bring the two parties to an agreement, somewhere in the middle. There are a number of factors that go into successful negotiation, most importantly though is preparation. Before a negotiation, familiarity and knowledge around the topic that is being negotiated, people involved in the negotiation and the benefits that both parties are trying to obtain, should be developed. Other pieces include: Goals – What do you want and need to get out of the negotiation? What does the other side want and need? (relate to both content and relationship) Trades – What do you have that the other person wants? What are you comfortable giving away to get what you want? Alternatives – If you can’t reach an agreement, what alternatives do you have? How good or bad are those alternatives? How important is it that you reach an agreement? Relationships – What is your relationship with that person? What is the history of your relationship? Can failure to reach an agreement damage your relationship with that person? Will there be any hidden issues which can affect the negotiation? Expected Outcomes – What are you expecting to be the outcome from this negotiation? What outcomes have you had with this person in the past? How will that affect this negotiation? Consequences – What are the consequences of winning? What are the consequences of losing? What are the consequences for the other person? Does that matter to you? Power – Who holds the power in the relationship? Who controls resources? Who will lose the most if an agreement isn’t reached? 9 v1.0 23 March 2015
eBook <strong>BSBCMM301B</strong> Process Customer Complaints Possible Solutions – Based upon all of the above considerations, what possible compromises can you come up with/ Items that can be negotiated regarding a customer’s complaint include: Discounts and payment terms Quality and performance standards Delivery options and delivery schedules Implementation schedule and training support Warranties and insurance Customisation Negotiation Approach The following is a negotiation approach that can be used when dealing with customers: Acknowledge: using empathy to understand both the information and the emotions and feelings attached to the complaint. Reflective questions or paraphrasing will show comprehension and the want to help Question: use a range of open and closed questions to obtain information regarding the complaint. Gather as much information as possible. Understand: match the customer’s problem with personal experience and knowledge. Also, recognise consequences the customer has incurred. Answer: will depend on the organisation and complaint but can include an apology, compensation, financial assistance, indication changes will occur, refund, replacement, etc. Some other things to keep in mind when negotiating a resolution with the customer include: Understand the underlying expectation or need - a customer may present an outrageous or unconventional solution, the trick is to listen and try to understand what they are really asking for Offer an alternative with concession – if the original offer or solution has been rejected offer an alternative that shows a concession on the organisation’s part. It does not need not be a major one but should fall somewhere between best-case and worst-case outcomes Address each issue - address each issue your customer has raised, one at a time. Save the toughest issue for last. Make sure to confirm and record each disagreement and agreement, no matter how small. Confirm in writing – once an issue has been resolved, make sure it is properly documented and that this documentation is filed internally and provided to the customer. 10 v1.0 23 March 2015
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BSBCMM301B ebook 23032015

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