2.2 complaints

Question 1

Reasons to complain

Answer 1

-Defect product
-Poor premises
-Out of stock
-Pricing is too high
-Staff have bad manners, attitude or presentation

Question 2

Complaints procedure
Customer

Answer 2

-How the complaint should be made and to whom
-Transparent process
-How long it will take tho deal with
-Relevant ombudsman

Question 3

Complaints procedure
Organisation

Answer 3

Stages of processing the complaint is monitored
-The same employee should process the complaint
-All complaints should be acknowledged in writing
-Training is given and guidelines for compensation refunds etc

Question 4

Ways to improve customer service

Answer 4

-Listen to customers
-Share feedback and information with customers
-Run customer focus groups
-Create and complete surveys
-Create recognition awards for effective staff
-Offer a price match promise
-Offer a good refund policy
-Provide warranties and guarantees
-Create an internal bulletins to share achievements
-Provide staff training

Question 5

Customer service statement
(Promise)

Answer 5

-Reward customer loyalty by giving something back to customers for repeat custom

Question 6

Market research

Answer 6

-Research is used by firms to find out about the customers a attitudes to the services they have received. The methods of research commonly used are:
-focus group
-comment cards
-survey types
-mystery shoppers

Question 7

Focus group

Answer 7

-Face-to-face meeting with a group of customers
-Provides up-to-date information from feedback
-instant discussion and clarification
-Customers feel valued which encourages brand loyalty

Question 8

Comment cards

Answer 8

-used to get feedbacks
-staff service/attitude
-Product quality
-Improvements/suggestions

Question 9

Survey

Answer 9

-postal survey
-telephone survey
-online survey

Question 10

Mystery Shopper

Answer 10

-Conducts undercover research giving a honest customer experience
-May give immediate feedback to either management or the employee
- May be used to access competitors services
-to discover areas of weakness or to praise on areas of strength

Question 11

Quality management

Answer 11

-The standard of services and competence if staff are critical to an organisations success therefore it is important employers invest resources into quality management to improve
-The aim is to produce quality services at every stage in the organisation,not just in the production of the products

-Total Quality Management (TQM)