BSBCUS501: A Presentation on Effective Customer Complaint Handling

This presentation addresses the critical topic of handling customer complaints within a business context, emphasizing its importance for organizational improvement and service quality enhancement. It identifies various types of customer complaints, including those related to products, services, and employee interactions. The presentation outlines a structured process for dealing with complaints, encompassing identification, understanding, strategy formulation, implementation, and monitoring. The ultimate goal is to effectively mitigate issues, foster positive customer relationships, and build a strong customer base. This resource is ideal for students seeking to understand and apply best practices in customer service management and is available on Desklib, a platform offering a wealth of study tools and resources.

PART 3: PRESENTATION
HOW TO DEAL WITH
CUSTOMER
COMPLAINTS

Introduction
 Customer complaints are very common for
a company which operates in any type of
business. It is important that customer
complaints helps the organization to e
better and developed to render high
quality of products in an evident manner.
In this presentation, the process of dealing
with consumer complaints will be
discussed to ensure a company is able to
provide and enhance the higher quality of
service.

Different types of consumer complaints
Customer complaint depends on the customers and how
the following customer is the different types of customer
complaints are as follows:
 Consumer complaint related to products: When the products of
the company are not proper and the customer is harmed by the
product or is not satisfied with it and complains about it is known
as consumer complaint about products.
 Consumer complaints from service: When the customer of a
company is not satisfied with service provided or think that the
service is not up to mark and complaints about it this is called
consumer complaints about service (Yom-Tov et al. 2018).
 A consumer complaint about other: Now after products and
service there can situation when the customer is engaged in a
heated conversation with an employee or the employee behavior
is not appraised and the former lodges a complaint then it is
called Consumer complaints about others.

Discussion on the process to deal with consumer
complaints
 Now there are various ways in which the
customer complaints can deal with using which
a company can successfully mitigate the
consumer complaints. Now the steps which a
company should take for dealing with consumer
complaints are as follows:
 Identification: Identification of the of the
problem due to which the following complain
has bedone is to be done to proceed further.
 Understanding: Understanding the problem is
the second step in which the problem and its
causes are to be understood by the company.

Cont…
 Formulation of mitigating strategies: The
company should try and formulate
strategies which can be used to mitigate
the problem in an evident manner.
 Implementation: To execute the formulate
strategy through which the following can be
solved.
 Monitoring: The company should monitor
whether the problem has been mitigated
through the strategy or not in an evident
manner (Daeuble et al. 2015).

Conclusion
 Concluding in the light of above context it
can be said that consumer complaints
can be there in any company but it is
important that the company focuses on
such complaints to develop the customer
service as this will help to build a good
relationship with the customer and to
create an evident customer base in the
market.

References
 Yom-Tov, G. B., Rafaeli, A., Ashtar, S., Altman, D.,
Westphal, M., Natapov, M., & Barkay, N. (2018).
Customer Emotion in Chat Services: Automatic
Identification and New Insights. Under review.
 Daeuble, G., Oezcan, D., Niemoeller, C.,
Fellmann, M., Nuettgens, M., & Thomas, O.
(2015, January). Information Needs of the Mobile
Technical Customer Service--A Case Study in the
Field of Machinery and Plant Engineering. In
System Sciences (HICSS), 2015 48th Hawaii
International Conference on (pp. 1018-1027).
IEEE.

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