complaint handling
Fair Trading Factsheet
Complaints handling
November 2007
Need more information? Call Consumer Affairs Victoria on 1300 55 81 81.
Quick tip
Successful businesses work hard to keep their customers satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you will receive a customer complaint. Don't presume a customer complaint is a negative experience because, if handled well, it can be a valuable learning tool.
An effective complaints handling system needs someone in the company to drive it and take ultimate responsibility. Benefits for your business
How to do it
An effective complaints handling system is essential to your business.
Your business can benefit in several ways: Handle complaints effectively by:
• improved product quality and service delivery
• fewer mistakes and less time spent fixing them
• better understanding of customers' needs • greater customer loyalty
• more customers through word of mouth advertising from satisfied clients • having a policy of welcoming customer complaints
• setting up a system to handle complaints effectively
• training your staff to handle complaints well
• dealing with the complaints you receive immediately
• ensuring the process for making complaints is easy for your customers • regularly reviewing your complaints record.
• less time and money spent attracting customers
• improved business reputation
• a healthier bottom line.
Remember you could be pushing profits out of the door if you do not have an effective complaints handling system. Page 1 of 4
© Copyright State of Victoria 2008
www.consumer.vic.gov.au
1300 55 81 81
Fair Trading Factsheet
Quick tip
Implement a company policy that contact is to be made with the customer within
48 hours of the initial complaint. Set up a system to handle complaints effectively
Train your staff to handle complaints constructively
An effective
Complaints handling
November 2007
Need more information? Call Consumer Affairs Victoria on 1300 55 81 81.
Quick tip
Successful businesses work hard to keep their customers satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you will receive a customer complaint. Don't presume a customer complaint is a negative experience because, if handled well, it can be a valuable learning tool.
An effective complaints handling system needs someone in the company to drive it and take ultimate responsibility. Benefits for your business
How to do it
An effective complaints handling system is essential to your business.
Your business can benefit in several ways: Handle complaints effectively by:
• improved product quality and service delivery
• fewer mistakes and less time spent fixing them
• better understanding of customers' needs • greater customer loyalty
• more customers through word of mouth advertising from satisfied clients • having a policy of welcoming customer complaints
• setting up a system to handle complaints effectively
• training your staff to handle complaints well
• dealing with the complaints you receive immediately
• ensuring the process for making complaints is easy for your customers • regularly reviewing your complaints record.
• less time and money spent attracting customers
• improved business reputation
• a healthier bottom line.
Remember you could be pushing profits out of the door if you do not have an effective complaints handling system. Page 1 of 4
© Copyright State of Victoria 2008
www.consumer.vic.gov.au
1300 55 81 81
Fair Trading Factsheet
Quick tip
Implement a company policy that contact is to be made with the customer within
48 hours of the initial complaint. Set up a system to handle complaints effectively
Train your staff to handle complaints constructively
An effective