Complain and solutions

There are a number of common complaints that customers make relating to products and services. Having procedures in place that find solutions to common complaints will help you resolve issues quickly and efficiently.



Faulty product
  • Investigate the fault with the manufacturer.
  • Offer a replacement item or replacement model.
  • Repair the product if it is under warranty.
  • Consider replacing the product even if it is no longer under warranty.
  • Train staff to explain warranty conditions at the time of sale and repair.
Incorrect descriptions of the product
  • Train staff about the products they are selling.
  • Ensure product literature is accurate.
  • Investigate the product with the manufacturer.
  • Make sure staff explain warranty conditions.
Poor client service
 




  • Investigate the areas of issue.
  • Train staff in customer service skills.
  • Rotate staff so they can increase their knowledge of other areas.
  • Encourage and support teamwork.
Slow delivery
  • Investigate lead times.
  • Re-prioritise delivery schedules.
  • Train staff to provide more accurate delivery data to clients.
Poor response to information request
  • Retrain staff in how to respond to client requests.
  • Set procedures on how to respond and response time frames.
  • Provide more take-home literature to customers.

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