Effective Customer Complaint Handling and Resolution

This assignment provides a comprehensive overview of effective customer complaint handling and resolution. It covers various aspects such as understanding customer emotions, using conflict management techniques, and organisational procedures for dealing with complaints. The assignment also touches upon the importance of accountability, valuable prompts to review organisational performance, and the benefits of good complaint handling. It's essential for students who want to learn about customer service and complaint resolution.

UNIT 10; 21; 24; 27; 32; 52;
54; 73

Table of Contents
INTRODUCTION...........................................................................................................................1
Unit: 10 Develop a presentation .....................................................................................................1
1.1 Explain best practice in developing presentations ...............................................................1
1.2 Explain who needs to be consulted on the development of a presentation ..........................1
1.3 Explain the factors to be taken into account in developing a presentation ..........................1
1.4 Analyse the advantages and limitations of different communication media........................2
2.1 Identify the purpose, content, style, timing and audience for a presentation........................2
Unit 24 Employee responsibilities and rights..................................................................................2
1.1 Explain the role of their own occupation within an organisation and industry....................2
1.2 Describe career pathways within their organisation and industry........................................2
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway.......................................................................................................................................3
1.4 Describe an organisation’s principles of conduct and codes of practice ..............................3
1.5 Explain issues of public concern that affect an organisation and industry ..........................4
Unit 27: Store and Retrieve Information.........................................................................................4
1.1 Describe systems and procedures for storing and retrieving information ............................4
1.2 Outline legal and organisational requirements for information security and retention ........5
1.3 Explain how to create filing systems to facilitate information identification and retrieval . 5
1.4 Explain how to use different search techniques to locate and retrieve information ............5
1.5 Describe what to do when problems arise when storing or retrieving info..........................5
Unit 32: Produce Minutes of Meetings............................................................................................6
1.1 Explain the purpose of different types of minutes and other meeting records......................6
1.2 Explain the legal requirements of formal minutes................................................................6
1.3 Describe organisational conventions for producing minutes................................................6
1.4 Describe the responsibilities of the minute taker in a meeting.............................................7
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and
actions.........................................................................................................................................7
1.6 Explain why it is necessary to record who proposed and seconded suggestions and
changes........................................................................................................................................7

Unit Title: (unit 52) Using email.....................................................................................................7
1.2 Explain methods to improve message transmission.............................................................7
1.4 Explain why and how to stay safe and respect others when using e-mail...........................7
2.4 Explain why, how and when to archive messages...............................................................8
2.7 Explain how to minimise e-mail problems..........................................................................8
Unit Title: (Unit 54) Resolve customers’ complaints......................................................................9
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery.....................................................................................................................9
1.3 Explain negotiating techniques used to resolve customers’ complaints..............................9
1.4 Explain conflict management techniques used in dealing with upset customers.................9
1.5 Explain organisational procedures for dealing with customer complaints........................10
1.6 Explain when to escalate customers’ complaints...............................................................10
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint...................................................................................................................10
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services...........................................................................................................................10
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................11
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Unit: 10 Develop a presentation
1.1 Explain best practice in developing presentations
Step Away from the Computer: Brainstorm on a whiteboard or a sheet of paper all the points
you want to make, data you want to cite, etc. Starting by opening a PowerPoint template will
give you a cookie cutter presentation that looks and sounds like something people have seen
before.
Presentation Delivery: Every major presentation software offers a place to capture presenter
notes. Use this. Make the effort to distinguish what you say from what you present on the slides.
Keep Your Slides Simple and Professional: Scott makes some excellent points above. Align
and distribute objects—it's built into PowerPoint and Keynote. Don't use clip art.
1.2 Explain who needs to be consulted on the development of a presentation
Preparation is the single most important part of making a successful presentation. This is
the crucial foundation and you should dedicate as much time to it as possible avoiding short-cuts.
Not only will good preparation ensure that you have thought carefully about the messages that
you want (or need) to communicate in you presentation but it will also help boost your
confidence. Our pages: Boosting Confidence and Time Management may be useful additional
resources as you prepare your talk.
1.3 Explain the factors to be taken into account in developing a presentation
Purpose. Always identify the purpose of your presentation. Often the real purpose will be to do
with persuasion. It often helps to ask the question, "What's the one thing I want them to take
away with them?".
People. Think about the people at your presentation. What do they know? What can they do?
How do they feel? Think about what they want from your presentation, and about what you need
to give them. You will probably want to do some homework on this.
Problems. Ask yourself what can go wrong with your presentation, and have contingency plans
to help you cope and to boost your confidence. It may be that the OHP bulb blows - what will
you do? It may be that numbers are not what were expected - what will you do?
Professionalism. One of your main purposes is likely to be to present yourself as a thoroughly
competent and professional person. Think about how you can do this, and don't restrict yourself
to the presentation itself.
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1.4 Analyse the advantages and limitations of different communication media
Face-to-Face: Face-to-face is still the preferred communication channel if clarity of message is a
primary factor. Communication in person allows you to interact with the listener in a back-and-
forth discussion.
Telephone: Land or mobile telephones have taken up the communication slack in businesses
where distance and travel prevent face-to-face conversation.
E-mail: E-mail is a vital communication channel in geographically dispersed companies or ones
in which employees travel. E-mail allows for more flexible response times.
2.1 Identify the purpose, content, style, timing and audience for a presentation
Imagine reading one long block of text, with each idea blurring into the next. Even if you are
reading a thrilling novel or an interesting news article, you will likely lose interest in what the
author has to say very quickly. During the writing process, it is helpful to position yourself as a
reader. Ask yourself whether you can focus easily on each point you make. One technique that
effective writers use is to begin a fresh paragraph for each new idea they introduce.
Paragraphs separate ideas into logical, manageable chunks. One paragraph focuses on
only one main idea and presents coherent sentences to support that one point. Because all the
sentences in one paragraph support the same point, a paragraph may stand on its own.
Three elements shape the content of each paragraph:
Purpose. The reason the writer composes the paragraph.
Tone. The attitude the writer conveys about the paragraph’s subject.
Audience. The individual or group whom the writer intends to address.
Unit 24 Employee responsibilities and rights
1.1 Explain the role of their own occupation within an organisation and industry
I provide health and support to people with limited mobility and other care needs. This
covers a wide variety of residents from people with physical disabilities to people with learning
disabilities and the elderly with dementia. I support residents to maintain personal hygiene and
help them with their day to day living.
1.2 Describe career pathways within their organisation and industry
Own Setting Early Years Industry
Volunteer Teaching Assistant
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Apprentice
Level 3 Nursery Practitioner
Room Leader
Deputy Manager
Nursery Worker
Social Worker
Nursing
Assessing
Midwifery
Childminder
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway
Occupations within Early Years  Social Worker
 Early years teacher
 Teacher
 Family support worker
 Youth Worker
Training within Early Years Internal courses offered by organisation
Learning from being coached and men-tored whilst
at work as identified by managers/others
Learning from taking on new and extra
responsibilities as asked by manager
1.4 Describe an organisation’s principles of conduct and codes of practice
Code of conduct Code of practice
Within our code of conduct their are 4 main
areas that we focus on these are:
Care ,
Trust ,
In our setting the code of practice is underlined
in the code of conduct we have to ensure we
adhere by this or disciplinary action will be
taken
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Attitude
and
respect Privacy
Things that these include is ensuring that we
maintain high standard of care we have to make sure
the children are kept safe and in sight at all times,
Adhere to the settings policies and procedures, Being
responsible for our own actions, if disclosure is needed
we must tell a senior member of staff immediately,
show a positive attitude at all time
1.5 Explain issues of public concern that affect an organisation and industry
Public concern on organisations Public concern on the Early Years Industry in general
Childcare Costs Limited Resources Public perceptions
Employees concerns Legislation Media interest
30hours free childcare. Funding Issues
Childcare costs
Children’s safety
Unit 27: Store and Retrieve Information
1.1 Describe systems and procedures for storing and retrieving information
Information systems look after, create, process, distribute, and review data to help
improve the efficiency and effectiveness of an organisation. Some examples of information
systems include:
Transaction processing system (TPS) - Responsible for processing business transactions.
Management information system - Helps with carrying out the tasks required for problem
solving and decision making.
Decision support systems - Assists managers in decision making. It uses internal and external
resources to analyse existing information and project the effects.
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Organisations cannot keep all the information they obtain. Storing wrong or irrelevant
information is of no use and takes up valuable space, making retrieving information more
difficult.
1.2 Outline legal and organisational requirements for information security and retention
Any information stored in an organisation has to follow the security and confidentiality
procedures. Information security and confidentiality is the process where data is kept away from
unauthorised access, disclosure, destruction, use or modification. It applies to both physical and
electronic data. All organisations store a large amount of confidential information about their
employees, customers, company’s status, products, surveys, finances, etc. So while handling this
information, care has to be taken to follow the security and confidentiality procedures, because if
information goes into wrong hands it could lead to serious negative consequences. It will also
affect the ethics and running of the organisation and will lead to legal actions being taken.
1.3 Explain how to create filing systems to facilitate information identification and retrieval
All businesses and organisations have to check to see that the information they have
stored is accurate. For example, the money coming in and going out have to be correctly
recorded otherwise it will look as if the company has not made much profit and it can affect the
share prices of the company, affect the employees as the company might not be able to pay the
employees and will have to cut down on staff, lenders will not agree to lend money, etc.
1.4 Explain how to use different search techniques to locate and retrieve information
Information always needs to be checked for accuracy, because inaccurate information can
lead to serious outcomes. Information can be relative to anything with regards to an organisation.
When it comes to customers, it can be their address, telephone number or outstanding payments,
when it comes to employees, it can be their appraisals, salaries, again their address and telephone
numbers, and for the business, it can be the business’s finances, profits, employee and customer
details, and various other information.
1.5 Describe what to do when problems arise when storing or retrieving info
Information systems are the important assets to an organisation. There are many issues
that can create problems with information systems. Electronic information can be attacked by
viruses or by hackers. Physical file information can be damaged due to fire or flood.
Confidentiality can be breached by people who do not have authority to access information. Lack
of communication also can lead to misuse or wrong storage of information.
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Unit 32: Produce Minutes of Meetings
1.1 Explain the purpose of different types of minutes and other meeting records
Meeting activities and decisions are recorded in many ways throughout WHO. Document
formats can vary according to group and region; minutes of staff meetings, interdepartmental
meetings, inter-agency meetings and workshops may all have different document styles. Some
regional offices have standard templates for recording important meetings, and formal meetings
have historical documentation models that must be followed. When you are asked to record
minutes at a meeting, an important part of the pre writing process is finding out what format is
expected.
For the discussion in this module, we will categorize minutes as either agenda-based minutes or
informal meeting minutes.
Agenda-based minutes or reports
These are a traditional type of record: minutes taken at scheduled meetings for which
there is an agenda. An agenda is either distributed before the meeting or announced by the
chairperson at the beginning, and the minutes follow the framework set by the agenda.
Informal meeting minutes or summaries
Most departmental and team meetings at WHO do not require detailed minutes. Informal
meeting minutes summarize decisions taken and follow-up actions and responsibilities.
1.2 Explain the legal requirements of formal minutes
Policy and procedures for meetings are a very important part of the formal meeting
process because they set out what can and cannot be decided in meetings, as well as ensuring that
certain conventions are adhered to at that meeting.
1.3 Describe organisational conventions for producing minutes
The conventions of a meeting refer to the protocol under which meetings are usually
carried out. They are a set of rules which govern the way that each meeting progresses. Although
not every meeting has exactly the same conventions, companies will often make sure that all of
their meetings follow their own private set of conventions.
The conventions of a meeting are like a set of rules which people have to follow in order
to play the game correctly. These rules are designed to ensure structure, fairness and
accountability.
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1.4 Describe the responsibilities of the minute taker in a meeting
The individual performing this role has certain responsibilities that must be met to ensure
that communications are efficient and timely. The basic tasks for the minute taker are: Taking
rough notes that accurately reflect the decisions and discussion that took place during the
meeting.
1.5 Explain why it is important to maintain confidentiality of meetings, discussions and actions
In today’s increasingly litigious and highly competitive workplace, confidentiality is
important for a host of reasons:
Failure to properly secure and protect confidential business information can lead to the loss of
business/clients.
In the wrong hands, confidential information can be misused to commit illegal activity
(e.g., fraud or discrimination), which can in turn result in costly lawsuits for the employer. Many
states have laws protecting the confidentiality of certain information in the workplace. The
disclosure of sensitive employee and management information can lead to a loss of employee
trust, confidence and loyalty. This will almost always result in a loss of productivity.
1.6 Explain why it is necessary to record who proposed and seconded suggestions and changes
The names of everyone in attendance at the meeting are usually the first things recorded.
This serves two purposes: Absent members can stay in the loop and keep abreast of what they
missed at the meeting, and their absence from this meeting becomes part of the public record. If
some participants regularly find ways to avoid meetings, they might be more reluctant to skip a
future meeting when they realize their repeated absences have been noted.
Unit Title: (unit 52) Using email
1.2 Explain methods to improve message transmission
You are judged by the writing style, tone, language, and mistakes in your e-mails every
single day. We're all so optimistic we believe people will overlook our e-mail typos and
mistakes, while at the same time we privately label those who send us sloppy e-mails as careless,
confused, or ineffective. A free e-mail service, GMX, did a survey and found the majority of
Americans (58 percent) think less of people based on their e-mail content. Let's look at seven
ways to help your e-mails label you as smart rather than stupid.
1.4 Explain why and how to stay safe and respect others when using e-mail
 Change your password regularly and keep it in a safe place.
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 Don’t share your password with anyone.
 Don’t open attachments from anyone you don’t know.
 Log out or sign off from your account when you’ve finished looking at/sending your
email.
 Don’t reply to spam or forward chain emails.
 Keep your personal information personal – don’t share bank or credit card information by
email.
 Your bank will not discuss your private financial situation by email. If you receive any
correspondence that claims to come from your bank, telephone your branch to verify it
and discuss the matter over the telephone instead.
 Make sure that you have antivirus software installed and keep it up to date.
2.4 Explain why, how and when to archive messages
There are two types of people in this world:
People who archive incoming emails when they are finished with them, and try to achieve “inbox
zero”
People who leave all incoming email in their “inbox” forever but use “Mark as Unread” or
Star/Flag message to indicate items still requiring action
If you’re a Type #1 person, you can stop reading now.
If are a “never archive anything” type person, I’d like to make a case for why you should become
an “inbox zero” type person and archive emails when you’re done with them.
You may be thinking, “who are you to tell me how to manage my email!?” It’s true, I have no
right to that, and I understand that different people have different workflows. But I have heard all
the reasons and still strongly believe all Type #2 people would be better off if they become Type
#1 people.
I have made my case to several people over the last few years and all of them that have ever tried
it have thanked me later. I believe there is really no downside to becoming a Type #2 person and
only upside.
2.7 Explain how to minimise e-mail problems
Attach any files before composing your note
How many times have you gotten an email that referenced files that you never received
because the sender failed to attach them?
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Tell the other person which email you used when sending
Is someone saying your email was never received? Don't answer by simply saying, "I did
send you an email." Be specific and spell out the user name and the domain name of the address.
Send a test message first
You may get an email address from a new client or associate who dictates the address to
you verbally or you might type it in by hand from a business card.
Copy and paste the address instead of manual typing
Copying and pasting an address instead of manually typing will eliminate potential
mistakes.
Unit Title: (Unit 54) Resolve customers’ complaints
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery
It is vitally important to handle a customer complaining about your service or products
em pathetically. In addition, a strong communication structure is required, in order to stay in
control of the conversation and to achieve a successful outcome.
Crucially, a customer complaint well handled can win you a lifelong customer, who remains
loyal to your organisation.
1.3 Explain negotiating techniques used to resolve customers’ complaints
Listen Intently: Listen to the customer, and do not interrupt them. They need to tell their story
and feel that they have been heard.
Thank Them: Thank the customer for bringing the problem to your attention. You can’t resolve
something you aren’t completely aware of, or may be making faulty assumptions about.
Apologize: Sincerely convey to the customer your apology for the way the situation has made
them feel. This is not the time for preachy reasons, justifications or excuses; you must apologize.
Seek the Best Solution: Determine what the customer is seeking as a solution. Ask them; often
they’ll surprise you for asking for less than you initially thought you’d have to give—especially
when they perceive your apology and intention is genuinely sincere.
1.4 Explain conflict management techniques used in dealing with upset customers
They will help your call center agents avoid and resolve conflicts in their early stages
before they interfere with the relationship between you and your customer.
 Allow customers to talk.
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 Show you care.
 Use the correct tone.
 Be neutral.
 Don't react.
 Focus.
 Use verbal softeners.
 Make angry conversations private.
1.5 Explain organisational procedures for dealing with customer complaints
Problems frequently crop up in any business, but the way a company approaches and
fixes the issue can be its moment to shine. Whether it's a customer complaint or a disagreement
among coworkers, quick and decisive action gets noticed and appreciated.
It may seem counter-intuitive, but a business owner's ability to effectively deal with customer
complaints provides a great opportunity to turn dissatisfied customers into active promoters of
the business.
1.6 Explain when to escalate customers’ complaints
If there are threats involved. If a customer is irate or making threats it's a good time to
pass the person off to management. A supervisor should be experienced in handling these
situations, which will include tactics to calm the person down and knowing when it is time to call
the police.
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint
With a strong focus on developing CRM systems so that customer lifetime value can be
assessed, the impact of an unresolved complaint surely needs to be understood. This was one of
the fascinating issues that came out of a Customer Champions online survey on customer
complaints in the UK.
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services
In some cases, offering customers compensation is a legal obligation. For example, if
your product is faulty, you are legally required to offer a refund, replacement or repair to
customers. Consumers have up to six years to claim compensation in this way. However, aside
from the legal minimum, you could additionally offer.
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2.4 Explain the advantages and limitations of different complaint response options to
customers
There are lots of things customers can complain about – communication breakdowns,
process failures, faulty products, rude employees and unclean facilities, ... So what is the correct
way to respond to a complaining customer? ... Try to offer a couple options of things you can do
to fix the situation for them.
2.5 Explain the advantages and limitations of different complaint response options to the
organisation
Effective handling of complaints made to your organisation - An Overview. Revised.
January 2017. Benefits of good complaint handling. Complaints are an important way for the
management of an organisation to be accountable to the public, as well as providing valuable
prompts to review organisational performance
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REFERENCES
Books and Journals
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