BSBCMM301B ebook 23032015

eBook
BSBCMM301B Process Customer Complaints
complaints will be left unresolved for very long and customers won’t be kept
waiting.
1.6 Inform customer of outcome
It is important that organisations always respond to any customer complaint,
suggestion or praise. If the customer has a complaint, it should be responded to
as quickly as possible. Start with letting the customer know if the problem can
be resolved on the same day or whether the company needs more time to
investigate and resolve the complaint. Sometimes the customer service assistant
may have to speak to a supervisor. Whatever the case may be, providing
sufficient details is good practice.
If the matter is complex, it may take several days to provide the customer with
an answer. If this is the case though it is necessary that the customer is updated
on the progress of the complaint. Being proactive in contacting the customer to
provide feedback and updates rather than them contacting the organisation is a
good practice to implement.
Once an outcome or solution has been decided upon it will be necessary to notify
the customer. This can be done either in writing, email, telephone, etc.
Regardless of the channel of communication used, make sure to include the
following information:
Restate the complaint
Describe what the investigation revealed
Describe final outcome of complaint
Explain actions being taken
Check customer is satisfied with course of action
Thank customer for the opportunity to assist them
Take actions within timelines agreed to
Complete any necessary paperwork
Most importantly, once complaint is resolved confirm that the customer is in fact
content with the outcome. While it will not be possible to please every
customer’s needs and expectations, every possible effort should be made to do
so. Remember, bad word-of-mouth from an inadequately resolved complaint can
be detrimental to an organisation.
12 v1.0 23 March 2015