Dealing with complaints

Complaints should generally be handled as such:
1. When a customer is making a complaint to you, ensure that you make a record of it. Describe the complaint, the action taken and whether the customer was satisfied with the action taken.
2. If you handled a complaint that related to another department, make sure that you give feedback about the complaint to the department concerned.
3. Give feedback to your immediate manager about complaints that you or members of your team have handled. This ensures that he or she is able to act appropriately if there is a sequel to the complaint. It also ensures that you create useful opportunities for the team to learn from the complaint.
4. Discuss creative solutions to complaints with your colleagues – this enables them to learn from your experiences, and take opportunities to learn from them.

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