Handling Consumer Complaints: A Best Practice Guide

A Practical Guide to Handling Consumer Complaints

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.

1. Handling Complaints : A Critical Form of Communications
2. Why is Complaint Handling Important?
3. Management's Role
4. Cost and Savings
5. Complaint Handling Staff
6. Publicizing the Complaint Management System
7. Co-ordination with Others in the Distribution Chain
8. Third-party Dispute Resolution
9. Basic Steps for Effective Complaint Management
10. Conclusion
11. Complaint System Checklist

Serving the American Public:
Best Practices in Handling Customer Complaints

A Practical Guide to Handling Consumer Complaints

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.

1. Executive Summary
2. Overview
3. Leadership Strategies for Satisfying Customers
4. Information and Analysis
5. Planning
6. Human Resource Development and Management
7. Managing Customer Expectations and Satisfaction
8. Complaint Process Management
9. Business Results
10. Appendix I: Reinventing Complaint Resolution
11. Footnotes

Consumer Complaints Management

A Guide for Canadian Business

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.

1. Summary
2. Introduction
3. Market-based Consumer Complaints Handling Initiatives
4. Preventive Consumer Complaint Handling Initiatives
5. Internal Complaints Handling Initiatives
6. External Private Dispute Resolution Initiatives
7. Comprehensive Complaints Handling Systems
8. Characteristics of Effective Online Trustmark Programs
9. Online Redress
10. The Need for Effective Consumer Complaint Handling Initiatives
11. Consumer Complaint Handling Initiatives and the Law
12. Developing and Implementing Complaint Handling Initiatives
13. Elements of Successful Consumer Complaint Handling Initiatives
14. Where Can I Get More Help?

6 Steps to Achieve Customer Service Excellence

A Business Case for Customer Service Excellence

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.

1. Secure Customer Loyalty
2. Maximize the benefits of Customer Feedback and Word of Mouth
3. Address the needs of Dissatisfied Customers
4. Profit from Customer Service Recovery
5. Fulfill an Unconditional Service Guarantee
6. Establish a Refund and Exchange Policy
7. Adopt a Quality Management Program