Understanding Customer Complaints

Front

Definition of Complaint

Back

Expression of dissatisfaction

Front

Types of Complaints

Back

Product, Service, Policy

Front

Common Causes

Back

Poor service, Defective product

Front

Resolution Process

Back

Acknowledge, Investigate, Resolve

Front

Customer Rights

Back

Right to be heard, Right to redress

Front

Effective Communication

Back

Active listening, Empathy

Front

Role of Feedback

Back

Improvement, Customer satisfaction

Front

Handling Disputes

Back

Negotiation, Mediation

Front

Importance of Timeliness

Back

Quick response, Customer trust

Front

Documentation

Back

Record keeping, Evidence