Every business needs a complaint handling process – one that is structured, clear and understood. A good complain handling process will give the complainant confidence and the recipient clarity on what to do with the complaint. A good process will also help you diffuse a complaint that is noise for the sake of noise.
- Document your customer complaint handling process.
- Consider having a complaint form to bring structure from the outset.
- Make escalation lines clear, document them.
- Involve those directly engaged with the customer.
- Commit to a response time to the customer and stick to your commitment.
- Once you have the facts act – apologise or refund or compensate or advise there is nothing further to do. Have an explanation for your decision.
This week I am looking at everyday management of the typical newsagency business – to open discussion among people here about what they do in the area of I cover and to help others to look at their own processes.
Footnote: a colleague mentioned to me yesterday that the our in the title is misleading as these posts could be about all newsagents. That’s what I meant. The our is not personal about my business but rather about all newsagencies.