2. CUSTOMER SERVICE
Ensure all customer complaints are handled with care and in accordance with company policy to create life-long customers
Scope:
Related Documents:
2.1 – 2.11; Incident Report Template
2.6 Handling customer complaints
Purpose: A customer complaint highlights a problem, whether it is a problem with a Bateel product, employee, or internal process. Since the complaint has been raised directly by a Bateel customer, the Boutique Manager is required to investigate the incident and address what needs to be improved to prevent further complaints in the future.
Receiving a complaint:
Listen carefully
Show concern and understanding/empathy
Maintain eye contact with the customer and display positive body language
Do not interrupt the customer
Ensure that the problem is understood
Apologize for any inconvenience caused
Use a soft and warm tone of voice
Summarizing the problem:
When enough details have been obtained, summarize the problem in a clear and simple way and repeat this to the customer to check for accuracy.
Example: “You purchased 1kg of Wanan with pistachio on 1st April and you discovered today that you only received 750 grams. We will verify this and solve this issue immediately. Again, we apologize for the inconvenience caus ed, we are deeply sorry” .
Finding a solution and satisfying the customer:
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Sometimes the complaints received are minor and can be handled directly by the employee with a direct follow-up. All serious complaints need to be escalated immediately to the respective manager on duty and Operations Manager. Customer complaints need to be resolved within 24 hours. However, in exceptional cases, it may be possible to take longer, and the customer needs to be informed of the delay. All customer complaints need to be recorded and reported to the Operations Manager in an incident report.
Complaint handling technique:
It is important to know how to deal with a customer complaint and to find out what has gone wrong, ensuring that the same error will not be repeated.
When dealing with customer complaints, please use the following steps:
H – Hear the customer (listen attentively) E – Empathise A – Apologise R – Resolve T – Thank the customer (for bringing the issue to our attention)
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