Value Of Complaint Analysis

Task 12 (4.1)
Analyze the value of complaint procedures and how they may be used to improve quality in any organization.

An effective complaint management system is proven to maintain and build relationships with the people to whom the charity depends. A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of a product or service.

How to handle complaints:
• Demonstrate commitment to clients and stakeholders
• Demonstrate commitment in providing the best possible service
• Help find solution when things go wrong
• Help change procedures so as not to make the same mistake twice.

Receiving complaints
Complaints may arrive through channels publicised

Complaint procedure
It does not matter where the complaint

Some will, but many won’t. Some people are just to busy to take the time to complain. Others provide their feedback by simply going elsewhere. In a survey of retail customers conducted by the Institute for Continual Improvement (ICI), 72% of respondents said they would simply go elsewhere if dissatisfied rather than taking the time to complain. Retail customers do not necessarily have the same characteristics as customers of service or production organisations. However, the ICI survey still points to a fundamental weakness with customer complaint processes, which rely on information collected.

The third weakness of customer complaint processes is that the information they provide is often too sketchy to yield an accurate picture of the problem. This situation can result in an organisation wasting valuable resources chasing after symptoms rather than solving root causes. The weaknesses associated with after the fact processes do not mean that organisations should stop collecting customer feedback. On the contrary, customer feedback can be important when used to supplement the data collected using input based

Sales representatives are the employees who have the most frequent face to face contact with customers. if properly trained concerning what to look for, what to ask, and how to respond, sales personnel can bring back invaluable information from every sales call. In addition to providing sales personnel with the necessary training, organisations should provide them with appropriate incentives for collecting customer input. Otherwise, they may fall into the trap of simply agreeing with the customer about complaints received, thereby undermining the customer relationship even