Service & Complaints Guides

• Service & Complaints Guides
• A Practical Guide to Handling Consumer Complaints
• Best Practices in Handling Customer Complaints
• A Guide for Consumer Complaints Management
• 6 Steps to Achieve Customer Service Excellence

Handling Consumer Complaints: A Best Practice Guide

A Practical Guide to Handling Consumer Complaints

Download the PDF

This guide to handling customer complaints discusses why it is in business's interest to give a high priority to effective complaint management. It recommends practical procedures for reviewing and resolving customer complaints and for using them as management and marketing tools.

Table of Contents

Handling Complaints : A Critical Form of Communications Why is Complaint Handling Important? Management's Role Cost and Savings Complaint Handling Staff Publicizing the Complaint Management System Co-ordination with Others in the Distribution Chain Third-party Dispute Resolution Basic Steps for Effective Complaint Management Conclusion Complaint System Checklist Entire Guide Download the PDF

Source: Government of Canada

---

Serving the American Public: Best Practices in Handling Customer Complaints

Download the PDF

This study was conducted by the American government in co-operation with over 50 private companies. It provides practical lessons learned and measurements you can use to evaluate your own policies and procedures related to customer complaint handling.

Table of Contents

Executive Summary Overview Leadership Strategies for Satisfying Customers Information and Analysis Planning Human Resource Development and Management Managing Customer Expectations and Satisfaction Complaint Process Management Business Results Appendix I: Reinventing Complaint Resolution Footnotes Download the PDF

Release Date: 06/11/96
Source: Federal Benchmarking Consortium

---

Consumer Complaints Management

A Guide for Canadian Business

Download the PDF

The objective of the Guide is to assist businesses and industry associations contemplating Consumer Complaints Management initiatives, and those that have initiatives in place but wish to consider ways of improving them.

Table of Contents

Summary Introduction Market-based Consumer Complaints Handling Initiatives Preventive Consumer Complaint Handling Initiatives Internal Complaints Handling Initiatives External Private Dispute Resolution Initiatives Comprehensive Complaints Handling Systems Characteristics of Effective Online Trustmark Programs Online Redress The Need for Effective Consumer Complaint Handling Initiatives Consumer Complaint Handling Initiatives and the Law Developing and Implementing Complaint Handling Initiatives Elements of Successful Consumer Complaint Handling Initiatives Where Can I Get More Help? Download the PDF

Source: Government of Canada

---

6 Steps to Achieve Customer Service Excellence

A Business Case for Customer Service Excellence

Download the PDF

This series of "How-to" articles has been designed to assist organizations with in the development of a business case for "customer centric" complaint handling and customer service policies.

Table of Contents

Secure Customer Loyalty Maximize the benefits of Customer Feedback and Word of Mouth Address the needs of Dissatisfied Customers Profit from Customer Service Recovery Fulfill an Unconditional Service Guarantee Establish a Refund and Exchange Policy Adopt a Quality Management Program Entire Guide Download the PDF

Source: Government of Canada

Email this page Print this page

• Related Content
• Quick Links