1.2.

Informing relevant stakeholders

 A stakeholder is a party that has an interest in a company and can

either affect or be affected by the business.
Business stakeholder
 Business stakeholders any person, group of people or other

organization that has an interest in the activities of a business

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 Types of Business stakeholders

 Customers
 Investors

 Employees

 Local community

 Suppliers and partners

 Government.

 Consider expectations.

 Manage

 expectation

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Ways to effectively communicate with your stakeholders

1. Identify key stakeholders and plan communications.

2. Email and e-newsletters.
3. Communication automation.
4. Presentations.
5. Project Summary Reports.
6. Group video call or 'screen to screen' meetings.
7. Leverage informal stakeholder communications.

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Process of Stakeholder management

1 Stakeholder identification
2 .Stakeholder analyses
3 .Stakeholders planning
4 .Stakeholder engagements

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The Key Types of Stakeholders

 Internal Stakeholders
 External Stakeholders

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Responsibility of handling document complaints

 Experts in the field.

 People on the inside.
 People directly affected by the issue.
 Community leaders or other respected individuals.

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1.3. Documenting customer complaints

 Documenting customer complaints is not only a legal requirement in

some industries, but also a valuable source of feedback and learning.

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How to document customer complaints?

 you should listen to the customer and acknowledge their complaint,

expressing your willingness to help.
 ask for relevant information and details such as the customer's name,
contact details, order number, product or service details, date and time
of the issue,

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Best Practices For Documenting Customer
Complaints
using a complaint management framework or system, such as:
ISO 10002 or CRM software
use clear and professional language that is easy to understand and respectful.
documentation should be updated and reviewed regularly, as well as protected in
terms of privacy and security.
The relevant laws, regulations, and ethical standards should be followed when
collecting and storing confidential information.

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Collections of the data documentation procedure
1. anticipate the need for documentation
2. Do the research to get the background information you need
3. Get the basic facts
4 . what the complaint is about
5. Document exactly what happened
6. Document conversations with the target of the complaint
7. Document the effects of each incident

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UNIT TWO:-PROCESS COMPLAINTS

CONTENT

 Identifying complaints escalation

 Identifying information to resolve compliant
 Preparing information

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2.1. Identifying complaints escalation
 A customer escalation is a scenario where a customer is not
pleased with an employee interaction and wants someone at
a higher level within the company to resolve the complaint

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components of customer Complaint Process

 Acknowledgement:
 Review
 Investigation:
 Response:
 Further action:
 Record:

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Acknowledgement:
 Thecomplaint will be formally acknowledged within
1 working day and responded to within 3 working
days

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Review:
 Intake undertakes an initial review of the complaint and
determines if any additional information or documentation
may be required to complete an investigation

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Investigation:
 Within 5 business days of receiving the compliant Intake will
investigate it objectively and impartially, by considering the
information provided to us, our actions in relation to the
complainant's dealings with us

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Response:
 Following our investigation, we will notify the complainant of
our findings and any actions we may have taken in regards to
the complaint.

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Further action
 Where appropriate, we amend our business practices or policies.

Record:
 Intake will record the complaint about the continuous improvement
process and monitoring through regular review, the complainant's
personal information will be recorded in accordance with relevant
privacy legislation.

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2.2 Identifying information to resolve compliant

 Identifying information means any name or number that may be used,

alone or in conjunction with any other information, to identity a
specific person, including name, address, telephone number, social
security number, date of birth, government passport number, employer
or taxpayer identification number or unique .

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 4 ways you can identify problems with your existing
customer service training program.

1. Ask Your Customers

2. Identifying information

3. Ask Your Employees

2. Encourage Reviews

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2.3 Preparing information

 Data preparation is the process of gathering, combining, structuring

and organizing data so it can be used in business intelligence .
 analytics and data. And data preparation is the process of collecting,
cleaning, and consolidating data into one file or data table, primarily
for use in analysis.

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Way of preparing information :

 Awareness
 Training
 Guidance –
 Request handling staff
 Asset registers –
 Checklists –
 Logs -
 Retention and deletion policies
 Security

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2.3.1 Ethical way of gathering of information
 rust is a major component of building relationships with your
leads and clients. The best way to build trust is to be
transparent about your data-collection policies.

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ways to ethically gain customer data:

 Provide a straightforward survey asking for specific

information
 Allow customers to opt in to share valuable information, such

as through a dialogue box

 Draft a privacy policy to display on your website and other

online properties

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2.3.2Information management systems

INTRODUCTION
 You will find it difficult to deal with effectively without

adequate information management systems and procedures

 If you are implementing a new information management

system, you need to take a data protection “by design and

default” approach and ensure that the system facilitates
dealing .

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effective records management policies:

 a well-structured file plan;

 standard file-naming conventions for electronic documents;

and
 a clear retention policy about when to keep and delete

documents

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UNIT 3: RESOLVING COMPLAINTS

 CONTENT

 Identifying implications of complaint

 Analyzing options to resolve customer complaints
 Using effective communication options
 Determining Escalating matters

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Cont…

 Identifying and defining the issues of a complaint is an

important step in the complaint handling process.
 Once all the issues that the complainant raises are identified,
the case officer determines whether they relate to a ‘matter of
administration’ and are therefore in jurisdiction.1

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CONT..

 It is necessary to communicate to the complainant what issues

are able to be investigated and what issues are not (those that
don’t relate to a matter of administration).
 The issues that relate to a matter of administration can then be
defined in the context of possible defective administration and
the complainant can be advised of any alternative avenues to
address those issues not in our jurisdiction.

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cont..
 Customer satisfaction enhancement
 Product/service upgrade
 Improvement of policies and procedures
 Positive impact on brand image

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Importance of Customer Complaints

 Customer satisfaction enhancement

 Product/service upgrade
 Improvement of policies and procedures
 Positive impact on brand image

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Disadvantages of a complaints procedure

 It can be a time consuming process to collate complaints and identify

action.
 Some staff may be unsure of the complaints procedure and will not handle
complaints effectively.
 It will take time to train all staff in the correct procedure when handling
complaints.

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3.2. Analyzing options to resolve customer complaints

ways to resolve customer complaints

Listen actively
Apologize sincerely
Offer a solution
Follow up
Learn and improve
Train your team
Here’s what else to consider

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 LISTEN ACTIVELY

 Don't interrupt, argue, or make assumptions.

 Instead, show that you care and understand by using verbal and non-verbal
cues, such as nodding, paraphrasing, and asking clarifying questions.

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2:Apologize sincerely

 It's important to apologize sincerely and take responsibility for the

customer's dissatisfaction.
 Even if you are not at fault, you should acknowledge the customer's
feelings and express regret for the inconvenience or frustration they
experienced.

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3:Offer a solution

 After apologizing, you should offer a solution that meets the

customer's needs and expectations.
 Depending on the nature and severity of the complaint, the
solution may vary from a refund, a replacement, a discount, a
freebie, or a service recovery.

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4:Follow up

 Once you have offered a solution, you should follow up with the customer
to ensure that they are satisfied and that the issue is resolved.
 You can follow up by phone, email, or social media, depending on the
customer's preference and convenience

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5:Learn and improve

 The final step to resolving a customer complaint is to learn

and improve from the experience.
 You should analyze the complaint and identify the root
causes, the gaps, and the opportunities for improvement.

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Train your team
 As a customer service manager, you should also train your
team on how to resolve customer complaints effectively and
positively

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Using effective communication options

DEFINITION

 The root of the word “communication” in Latin is communicare, which means

to share, or to make common (Weekley, 1967). Communication is defined as
the process of understanding and sharing meaning (Pearson & Nelson, 2000)
 Communication is simply the act of transferring information from one place,
person or group to another.

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Components of Communication

 In order to better understand the communication process, we

can break it down into a series of eight essential components:

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 Cont..

 Source
 Message
 Channel
 Receiver
 Feedback
 Environment

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Source

 The source imagines, creates, and sends the message.

 In a public speaking situation, the source is the person giving
the speech.

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Message

 “The message is the stimulus or meaning produced by the

source for the receiver or audience.” (McLean, 2005)
 When you plan to give a speech or write a report, your
message may seem to be only the words you choose that will
convey your meaning

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 Channel

 “The channel is the way in which a message or messages

travel between source and receiver.” (McLean, 2005) For
example, think of your television.
 How many channels do you have on your television? Each
channel takes up some space, even in a digital world, in the
cable or in the signal that brings the message of each channel
to your home

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Receiver

 “The receiver receives the message from the source, analyzing

and interpreting the message in ways both intended and
unintended by the source.” (McLean, 2005) To better
understand this component,

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Feedback

 When you respond to the source, intentionally or

unintentionally, you are giving feedback.
 Feedback is composed of messages the receiver sends back to
the source.
 Verbal or nonverbal, all these feedback signals allow the
source to see how well, how accurately (or how poorly and
inaccurately) the message was received.

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Environment

 “The environment is the atmosphere, physical and psychological, where

you send and receive messages.” (McLean, 2005)
 The environment can include the tables, chairs, lighting, and sound
equipment that are in the room.
 The room itself is an example of the environment.
 The environment can also include factors like formal dress

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3.3.1 Importance of communication

 To begin an action:
 To manage tasks:
 To influence people:
 To be empathetic and lend support
 To realize complete self-potential

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3.3.3 The effective ways of communication

 Clarity

 Consistency

 Economy –
 Feedback

 Networking

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