- Keeps the customer informed about progress of their complaint without having to call you
- Notifies the customer of any additional time required to investigate the complaint
- Updates the customer with any delays in reaching a conclusion
- Supplies the customer with a guideline as when to expect the next correspondence
- There is a template for each stage of the complaint handling process
- Advertises to the customer that your company has a complaints procedure
- Ensures you are effective with dealing with customer issues
- Provides a simple professional template to handle customer complaints
- Shows your larger clients that you run an efficient company
Who would use it?
- Small Business Owners
- Line Managers
- Call Centre Managers
- Customer Relations Staff
What is it?
The 'Complaint Progress Letter’ is a customer communication correspondence from the company.
When would you use it?
You would use the 'Complaint Progress Letter’ whenever the resolution will take longer than expected and you want to keep the customer informed.
Why would you use it?
You would use the 'Complaint Progress Letter’ to ensure you own the customers complaint and keep them updated of progress at all times. If the complaint is going to take longer than expected then this is the natural mechanism you would use to ensure you maintain continuity. This method also protects the company from further criticism if complaints are handled incorrectly after the original issue was brought to their attention. This may be particularly useful if the complaint escalates to a small claims court, Gas Safe or the Citizens Advice Bureau etc.
For people who are generally organised, this is standard within their operation. Once a complaint has been brought to their attention, it should be handled with great care as it opens the company up to major criticism if further issues develop from poor complaint handling. This will be seen in a poor light if the company is investigated by a third party but doesn't have an internal system for dealing with problems they may have created.
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