Various companies, as well as individual entrepreneurs, occasionally have to deal with such a problem as customer complaints. Sometimes such complaints take the form of a complaint.
What is a complaint?
This term is used to define a statement regarding the shortcomings of the product that was purchased and the subsequent compensation for the resulting losses. Simply put, we are talking about a claim, a complaint expressing dissatisfaction. A complaint is a term that is used primarily by legal entities.
Such a complaint may be accepted if there is a reason for filing it (incompleteness and product defects) and it is framed using the relevant acts.
A complaint can be rejected if the condition of the product in connection with which the complaint is filed is due to improper operation, as well as when the declared defects were not confirmed during an additional investigation.
Common Claims
A complaint is a complaint that can take various forms, and each of them is at risk by an entrepreneur or company in the course of business. So, the key categories of complaints:
1. Claims to the company. We are talking about complaints about certain promises, packaging of goods, after-sales service, advertising, etc. The presence of such complaints best stimulates an increase in the level of services, service and promotion of the goods on the market as a whole.
2. Complaints about service. In this case, we are referring to claims related to improper treatment of company employees with customers and various services.
3. Claims to the product. Such complaints are focused on compensation in case of non-compliance of the goods with the declared quality or properties.
Contract Claim
A contract complaint is a complaint based on non-fulfillment of contractual conditions. This may be the provision of certain services for a fee that do not correspond to the level or form declared initially. In turn, the contractor has the right to submit a complaint if the customer has not made timely payment for the services performed.
There are also claims under the supply contract. In this case, we are talking about the sale of certain products. Complaints of this kind may be filed under the following circumstances:
- the quality of the delivered goods does not meet the required;
- payment or delivery of products is overdue;
- the complete set of goods is broken.
Such violations are fraught with the payment of a penalty or refusal of the goods.
It is worth considering, considering information about complaints, that these are claims that can be made on the basis of a contract. In this case, it all ends with a penalty. Such a result is possible if the contractor has not completed the required amount of work or did it at a quality level that does not comply with the contract. For its part, the customer can pay a penalty if he does not pay for the work on time.
As you can see, a complaint is a tool to protect the interests of two parties to a contract.
How to make a complaint
In most cases, a claim of this type is drawn up in the form of a commercial letter, which sets out in detail the essence of the complaint. As mentioned above, the purpose of such a claim is to recover damages, so you need to properly execute it. Since a variety of situations can occur, there is no single form of complaint.
Nevertheless, there are certain rules that will help to make it competently:
- address and name of the enterprise;
- grounds for making a claim (contract, letter of guarantee, etc.);
- essence of the complaint (it is necessary to accurately describe the violation or fact of marriage);
- proof of;
- requirements of the person who made the complaint (additional delivery of goods, replacement, markdown, termination of the contract, refund of the amount paid and other types of damages).
The claim must be sent by registered mail with acknowledgment of receipt. The letter itself must be accompanied by documentation confirming the fact of violation (the act of non-compliance of the goods with the quality or the results of the examination, transport documents, etc.).
It makes sense to study the complaint within the framework of the topic “Complaint - what is this?”
Claims Department
Any self-respecting company has employees whose responsibilities include a competent reaction to the submitted claims.
At the same time, there is a certain scheme of actions that should be followed in order to continue relations with customers after filing a complaint on their part.
First of all, you do not need to make excuses, since this is irrelevant. The second rule that deserves attention: no extra information. It does not really matter to the client why the breach of the contract occurred, the main thing is that the damage received be compensated.
In fact, the complaints department is specialists who competently work with the emotional and rational component of the client’s claim. That is, their task includes not only actual compensation for the damage received, but also compensation for emotional negativity. This is exactly what needs to be done immediately after accepting the complaint.
How to handle claims
The first fact that needs to be recognized is that complaints are a positive factor in working with clients. It is thanks to them that the company can see flaws in the process of organizing the supply, production and maintenance that need to be addressed. Identification of such disadvantages will allow the company to earn even more money. Therefore, claims should not be treated as a negative phenomenon.
A second important principle regarding handling complaints is to demonstrate understanding of the client’s problem. In other words, he should feel that he is treated positively and with respect for the attempt to make up for the damage he has received. The complaint act is a step towards further, more productive cooperation. And such an initiative needs to be reacted accordingly.
As the third principle of the correct processing of claims, it is worth defining the ability to listen carefully and quickly grasp the essence of the complaint. Moreover, the client should feel that the attention of the company personnel is directed at him. This means that it makes sense to ask clarifying questions and they should sound positive.
When communicating with a client, it is important to ensure that they are not informed of commercial information. Therefore, if an inexperienced worker takes up the case, he should explain what exactly he should say and what restrictions to follow.
In addition to communication techniques, it is important to pay attention to the accuracy of the claim. Employees of the company, for their part, must fill out their own questionnaire, which will record all facets of the client’s claim and, moreover, the partner’s.
Summary
Those who work with complaints should understand that a complaint is actually feedback from the partner or the buyer. Therefore, at this stage it is important to show professionalism and a high level of service in the process of processing complaints.
