Customer Complaint: Investigation, Causes, and Recommendations

Running head: CUSTOMER COMPLAINT
Task 2: customer complaint
Introduction
Customer’s complaint refers to dis-satisfaction on part of the customers due to various
reasons from a particular organization (Yilmaz, Varnali & Kasnakoglu, 2016). It can be due to
various reasons depending upon the core business of the organization. The company chosen for
the purpose of this study is AET transportation (Aet-transport.com., 2019). It is facing various
issues of customer’s complaints due to delay in delivery. The main aim of the paper is to
highlight the technique of investigation that will be used to identify the cause of dissatisfaction,
the reasons due to which the driver is not performing up to the mark and recommendations for
the same purpose.
Body
Methods for investigation into the case
In order to investigate the customer’s complaint, the company first needs to carry out an
interview with the driver who is the person against whom the complaint has been made because
the delay in delivery has been due to the driver, all the necessary information of the interview
needed to be recorded (Jerger & Wirtz, 2017). Another interview needs to be conducted with the
employees of the organization such that complete scenario can be understood and again the
information needs to be recorded. Both the information collected through the interviews needs to
be compared in order to find out any discrepancies between the information and then the
investigator needs to talk to both the parties for solving their issues privately and again record the
information and then on the basis of the evidences proper steps need to be taken (Stauss &
Seidel, 2019).

CUSTOMER COMPLAINT1
The main causes behind the poor performance of the driver
Lack of capabilities
The driver lacks the required skills for performing his activities properly.
They are not appreciated for their contribution in the company
The driver feels that he is not appreciated for his work and as such does not feel like
giving his best performance.
They do not feel motivated
The driver does not feel motivated for carrying out his activities because of poor
recognition and reward systems. They feel they are underpaid.
They have personal issues
The driver may be having some personal issues due to which they may be unable to
perform properly.
No monitoring of their operations
When proper monitoring of the operations is not done properly, the driver feels that his
work is not ding monitored and therefore there are problems with his work.
Recommendations to improve the performance
Proper training
Proper training can be provided to the driver explaining him the importance of delivering
the goods on time and on other policies of the company. Through proper training the company
can also enhance their motivation level.