Fair Trading Factsheet
Problems handling
November 3 years ago
Need more
information?
Call Customer Affairs Victoria
about 1300 fifty-five 81 81.
Quick idea
Successful businesses work hard to keep their customerssatisfied. Although elimination is better than treatment, it is practically inevitable that at some stage you will obtain a customercomplaint. Avoid presume a buyer complaint is actually a negativeexperience since, if taken care of well, it can be a valuable
learning tool.
An effective complaintshandling system needssomeone in the company todrive that and take ultimateresponsibility.
Benefits to your business
The right way to do it
A highly effective complaints controlling
strategy is essential to your business.
Your company can benefit in a number of
methods:
Handle complaints effectively by simply:
¢ improved product top quality and
service delivery
¢ fewer mistakes and less time spentfixing these people
¢ better understanding of customers’needs
¢ greater customer commitment
¢ more customers through term of
mouth advertising and marketing from satisfied
clients
¢ creating a policy of welcoming
customer problems
¢ setting up a program to handle
complaints effectively
¢ training the staff to deal with
grievances well
¢ working with the complaints you
receive quickly
¢ ensuring the method for makingcomplaints is easy to your
customers
¢ regularly reviewing yourcomplaints record.
¢ a fraction of the time and money spentattracting buyers
¢ improved business reputation
¢ a healthier important thing.
Remember you could be pushingprofits out of the door if you do nothave an effective grievances handlingsystem.
Page 1 of 4
Copyright State of Victoria 08
www.consumer.vic.gov.au
1300 55 81 seventy eight
Good Trading Factsheet
Quick hint
Apply a company policythat contact is to be madewith the consumer within48 several hours of the first
complaint.
Set up a process to handlecomplaints effectively
Coach your staff to handlecomplaints constructively
A powerful complaints handlingsystem needs an individual in thecompany to drive it and consider ultimateresponsibility. This really is a person whohas the very best interest of both thecustomer and the organization at heart, and the social and managerialskills to ensure the system isperforming very well.
Make sure all staff be familiar with
issues handling coverage, why
it was released, how it can work
and the benefits for your business.
The issues officer needs
to make certain:
¢ there is adequate information
available to people about how
to address any problems with your
organization, especially
at the stage of sale
¢ front line staff know about:
¢ the problems handling coverage
Encourage and reward the staff pertaining to
dealing with disgruntled customers
and handling all their complaints well.
Deal with the complaintsyou receive immediatelyImplement a firm policy thatcontact is to be made with thecustomer inside 48 hours of the initialcomplaint. This will make certain that thecustomer knows the problem isbeing prepared. Although the issuemay not end up being resolved, the customerwill know that it is beingaddressed.
¢ all their authority to settlecomplaints
¢ once and to which theyneed to refer complaints
¢ there exists a process to handle themore hard and complex cases
¢ complaints are evaluated regularlyto discover any constant issues
¢ studies are made to seniormanagement about grievances.
Page 2 of four
Copyright Point out of Victoria 2008
www.consumer.vic.gov.au
1300 55 seventy eight 81
Fair Trading Factsheet
Date of Issue: The fall of 2007
Assure the process formaking complaints can be easyfor your clients
Some suggestions are:
¢ Have a desk in your storewhere persons can take theirenquiries or problems.
¢ Arrange a passionate phone linefor complaints or problems.
¢ Consider using a straightforward sign atyour point of sale, or a paragraphon organization invoices, such as’Your custom made is important to us.
If you are not satisfied, please allow
us know’.
¢ Include a customer feedbackoption on your site.
Review your problems
on a regular basis
Regular reviews of complaints can
supply you with a good indication showing how
and where your company could
improve.
¢ Make use of a standard kind to record the
details of issues (see following
site for example).
¢ Review problems monthly
or quarterly to establish whether
you will discover any trends
or perhaps obvious things could
change or improve.
¢ Use complaint data to check
how very well and how quickly your
staff take care of complaints.
More info
Information about fair trading isavailable by:
Consumer Affairs Éxito
Victorian Consumer &
Organization Centre
113 Exhibition Street
Melbourne 3 thousands
Phone 1300 fifty-five 81 seventy eight
Site www.consumer.vic.gov.au
Regional Office buildings
Consumer Affairs Victoria also has
regional offices located in Ballarat
Bendigo, Geelong, Morwell
Mildura, Wangaratta and
Warrnambool together with a
mobile outreach service that
regularly sessions rural areas.
To look for details on the office or
mobile assistance nearest you, ring
1300 fifty-five 81 81 or navigate to the
Customer Affairs Éxito website
on www.consumer.vic.gov.au
and click on the Contact Us link.
As this publication prevents the use of legal language, advice about the law could have been summarised or expressed on the whole statements. These details should not be trusted as a substitute to get professional legal services or mention of the the actual laws.
Authorised by the Victorian Govt 121 Exhibit Street Melbourne Victoria 3000. F1-01-02
Page 4 of 4
Copyright laws State of Victoria 2008
www.consumer.vic.gov.au
1300 fifty five 81 seventy eight
Client Complaint Type
1 . Customer details
Subject (Mr, Mrs, etc) Friends and family name (surname)
Given labels
Street address
Region
Home telephone number
Business telephone number
Postcode
Cellular telephone number
Current email address (if applicable)
2 . Details of other person or provider involved in this kind of complaint Term
Street address
Region
Home telephone number
Business contact number
Postcode
Mobile phone telephone number
Email (if applicable)
3. Information on goods or services provided to the customer
Date of purchase or service
/
as well as
Description of the goods or perhaps service including make, style, type of support, purchase approach, etc .
4. Details of the actual customer problem is
Workplace use only
Complaint received by
Particular date received
/
Actions taken or required
Date action completed
/
/
Signature
Personally
/
In writing
you
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