BSBCMM301B ebook 23032015

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eBook <strong>BSBCMM301B</strong> Process Customer Complaints Incorrect Invoice or Account Time and money spent resolving Insufficient funds Bank fees The biggest and most impactful implication though usually is the customer’s emotions and feelings, usually anger, frustration and disappointment that cannot always be resolved. Alternatively, implications that may arise for an organisation could be: Damaged reputation Low morale amongst staff Time and cost spent investigating complaints Cost of refunds, exchanges and replacements Cost of temporary products Legislative fees or penalties Poor ‘word of mouth’ Loss of customers Additional training costs for staff Cost of rework A customer complaint is one of the best opportunities to foster customer loyalty. Even the most dissatisfied customer can become an ambassador for the organisations, bringing in new customers through word-of-mouth. This then means dealing with a customer complaint efficiently and exceptionally. Employees dealing directly with customers must possess skills, knowledge and authority to be able to resolve the issue for the customer when a complaint is made. All customer service personnel need to be made aware of a customerfocused approach where ‘the customer is always right’ even if they might not be. The complaint may be a one-off situation due to a faulty product or service but it could also be an ongoing problem which can be traced to a flaw in operations or a problem with a supplier. Using your judgement Aside from following your organisation’s policies and procedures, there are times when you must use your best judgement when handling a complaint. Try to gauge the situation – think about how the customer is feeling. Think about what they need to hear. Think about what they need to hear. Think about what to tell the customer. Use your common sense and be sensitive and perceptive. Think about what would be best for the customer and the organisation. 17 v1.0 23 March 2015
eBook <strong>BSBCMM301B</strong> Process Customer Complaints When a customer is dissatisfied with the products or services they receive from an organisation, there are many implications for the organisation – both positive and negative. Negative implications When a customer experiences poor service or buys a faulty product, the negative implications for the organisation are likely to be: a reputation for poor products and services lost customers lost money Positive implications Complaints can provide an organisation with the opportunity to identify where they are going wrong and how they can better foster customer relationships. They give organisations a chance to put things right and turn the complaint into a positive experience. Complaints should be seen as a continuous improvement tool that the organisation uses to regularly improve and increase customer satisfaction. Responding positively to complaints can actually enhance an organisation’s reputation. Organisations can use complaints to: turn a dissatisfied customer into a happy customer improve service and product range better understand individual client needs increase client and brand loyalty 3.2 Analyse, explain and negotiate options When developing options for resolution always remember to provide options that are in fact actionable through authority. These could include: Exchange of goods Additional products or services free of charge Refund Deal with issue up to a nominated monetary amount Always use a sound decision making process that aligns with organisational policies. Decision making can include the following steps: Identify problem or opportunity Gather relevant information Generate as many alternatives as possible Evaluate alternatives to decide which is best Decide and implement best solution 18 v1.0 23 March 2015
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