Analysis of a Customer Service Complaint Policy and Procedure Report

This report focuses on a customer service complaint policy and procedure. It highlights the importance of a systematic approach to handling customer complaints to ensure satisfaction. The report details the creation of a complaint policy, including its objectives, which are to provide clear guidelines for customers to lodge complaints and for customer service departments to manage them effectively. The policy emphasizes the need for written complaints, acknowledgment letters, and timely responses. It also covers the importance of training employees in communication skills and computer skills to manage complaints efficiently. The report further discusses the monitoring of the policy's effectiveness, the use of customer feedback, and the overall impact on business improvement and customer satisfaction. The ultimate goal is to enhance the quality of products and services, contributing to the company's growth and success.

Running head: POLICY AND PROCEDURE
POLICY AND PROCEDURE
Name of the Student
Name of the University
Author Note

1POLICY AND PROCEDURE
Customer service has become an important division or department in every
organisation in order to ensure the satisfaction of the customers. One of the biggest and vital
parts in customer service is to handle or deal with the complaints of the customers. Thus, a
concrete procedure and policy should be created so that the customer complaints have not
gone unheard and are systematically managed.
The name of the policy will be complaint policy and the main aim and purpose of the
policy will be to provide a systematic guideline and procedure to complaint which will help
the customers to state their complaints in an easier manner and will also help the employees
in the customer service departments to receive the complaints and look after the complaints to
enhance and make the necessary changes to achieve high quality products or services.
The complaint policy will include and acknowledge a formal complaint which will be
in writing for maintaining records and proof. It is important for the people who have
complaint to receive an acknowledgment letter or paper which states that the complaint has
been acknowledged for them to keep. The complaints need to be responded within a specific
amount of time and cannot be delayed. The policy needs to deal with the complaint
sensitively and reasonably. The policy should not be biased and needs to take action where it
is required so that the purpose of coming up or creating the policy is served.
The procedures of dealing with complaints are not very difficult, however employees
must be given training in how to deal with the people who come to complaint. Thus, in order
to achieve the procedure and for the success of the policy, staffs and employees should be
trained in their communication skills and also train them in introducing and handling of
different types of customers with complaint and how to provide them assurance. The staffs
will also need to be well trained in computer where they are required to maintain all the

2POLICY AND PROCEDURE
complaints and also files which will be sent for further investigation. Thus, in order to train
employees communication and computer experts will be hired.
This policy will help the customers to efficiently complaint about the products or
services which they have been used. The effectiveness of this policy will be monitored by an
official who will be hired to monitor whether the complaints of the customers are being dealt
with properly and by garnering feedback from the response and the actions taken to solve the
issues faced by the customer. The success of the policy will be evaluated on the basis of how
many complaints have reduced since the inception of the policy. This policy will be available
for all the customers of the company of whose products and services they use and also will be
available to them via the company.
Complaints need to be considered as a feedback and taking complaints seriously with
the help of the complaint policy will help companies in making a positive changes in their
business, acquire full customer satisfaction which will contribute to the growth and success of
the company.