BSBCMM301 – Summary Copy
Customer service is all about attempting to meet the needs and desires of your customers – looking at what they expect and then delivering it. However, customers change, needs change, and service is inconsistent. This means that providing high quality customer service is a challenge. Especially when complaints are involved.
In order to best meet the needs of your customers with regards to resolving complaints, you need to understand the customer and what it is they hope to achieve. Get inside their mind and attempt to determine why a problem occurred and what can be done to overcome it. Look at what they expect and deliver it … Better yet, exceed their expectations and get a customer for life!
Complaint management requires constant attention and monitoring, you need to examine trends, ask questions, and continually look at what you are offering versus what the customer expects. Be reactive, be proactive, and ensure that your customers are satisfied by managing your staff in a way that empowers them to make the right decisions.
These are some books that we feel may be of assistance to you in completing the Assessment for this unit of competency. Your local library may hold these publications.
133 Ways to Handle Customer Complaints, Warren Blanding
Handling Customer Complaints: Turning Challenges into Opportunities, Jennifer Denham
Resolve Customer Complaints, Melody R. Green
Complaint Management: The Heart of CRM, Bernd Stauss and Wolfgang Seidel
Dealing with Customer Complaints, Tom Williams