Guidelines for addressing and resolving complaints received from customers

[yossaeluz]

Greetings dear fellow members of the "Project Hope" community, I hope everyone is very well, it is a pleasure to share with you this post, this time I want to address a topic that I consider very important within any organization, as is handling complaints received from customers, as I have repeated on previous occasions proper customer service is essential, and one way to ensure it is giving due attention to their complaints, they should feel heard and with the full assurance that their concerns will be answered and resolved.

Source: pixabay.com

It is of utmost importance to implement a system for handling complaints, with which the organization guarantees that even with a mistake, the good relationship with the customer is not lost, and thus the customer does not feel disappointed or end the relationship with the organization. With proper handling of complaints, the risk of production or delivery failures is minimized through communication with the customer.
Main guidelines for handling complaints:

1. Any employee can receive a complaint expressed by the customer or other parties affecting the processes, either via telephone, fax, e-mail or in person. Complaints are reported to the person responsible for the area and/or the person responsible for Quality.

2.The Quality Manager initiates the treatment of the complaint and describes it in the format provided for this purpose.

3.The person in charge of the area must immediately investigate the circumstance that gave rise to the complaint and, as appropriate, take appropriate measures to resolve it and provide a timely response to the customer.

4.The Quality Manager and the area manager evaluate the complaint, and define if the complaint is appropriate.

5.If appropriate, the established guidelines for corrective and preventive actions and improvements are followed.

6.The person in charge of the area notifies the client of the conclusions obtained, and these are recorded in the format intended for this purpose.

To conclude, I could say that in most organizations there are customer complaints, it is something from which you cannot escape at all, as the company is larger, more complaints usually receive, there comes a time when the number of complaints can be so high and the organization so complex that it becomes necessary to implement an adequate system for handling complaints. Failure to do so can have negative consequences on the success of the organization. An unhappy customer whose complaint is not addressed will not hire the company's services again, and his bad experience will be echoed to others.

I hope the information I have presented here is helpful to you, I would like to know your comments about it...thanks for reading.

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