Handling Consumer Complaints

Working in a ISO Certified company here in our country, I used to manage in handling customer complaints as part of my duty. Involving your customer to participate in a survey with regards to your business, both quality, timeliness and service reliability really helps. Before doing the survey, you must also have a target grade, let's say 80% out of 100%. This will be a great impact to you as supplier to your customer. This will give them impression that you are really concerns on their ideas, feedbacks. When you used to receive negative or lower rates from what you are targeting, try to immediately contact who did that and verify why they give you that such rating. Try to inform your customer about your survey and the action plans you are going to take. Another thing, making immediate actions to their complaints can really show your customer that you really care for them. Also, try to make a root cause analysis why they are making complaints on you. Make necessary corrective actions on the root cause to prevent recurring of the problem. Hope this will help you. Good day.