What are the procedures for responding to Complaints?


Procedure for Good News – Responding to Complaints


a)   Put the good news first
This is the quickest way of restoring confidence
 Tell the reader right away that his refund is enclosed, the repair is being done for free etc.
Leave apologies and other negative statements for later.
Avoid limp, ambiguous openings, e.g. “Thank you for your letter describing ……”

b)   Give the customer an explanation
To restore confidence requires more than offering compensation.
The customer has been inconvenienced and wants to be assured that this will not happen again.
A good explanation conveys honest concern and commitment to quality.
Add an apology to the end, but keep it brief – otherwise this will revive the customer’s sense of deep grievance.

c)   Close with a positive message
Never apologize again at the end.
Avoid “Don’t hate us” closings like “We hope you will give us another try….”.

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