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POLICIES & PROCEDURES CUSTOMER COMPLAINTS AND COMPLIMENTS POLICY V3.0Policy Owner:Quality Assurance Managerial Approved:8 March 2023Version:V3.0Equality Screening Date:6 June 2016Date of First Issue:March

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How to fill out customer complaints and compliments

01

Provide a clear and easily accessible platform for customers to submit complaints and compliments.

02

Gather detailed information about the customer's experience, including date, time, location, and specifics about the issue or positive interaction.

03

Assign a designated team or individual to review and respond to customer feedback in a timely manner.

04

Acknowledge the customer's feedback, whether positive or negative, and express gratitude for taking the time to provide it.

05

Take necessary actions to address and resolve any complaints, and consider implementing changes based on compliments to enhance overall customer satisfaction.

Who needs customer complaints and compliments?

01

Businesses and organizations that want to improve customer satisfaction and loyalty.

02

Customer service departments and teams who are responsible for resolving customer issues.

03

Product development teams looking for feedback on product performance and features.

04

Marketing teams interested in understanding customer preferences and areas for improvement.

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What is customer complaints and compliments?

Customer complaints and compliments are feedback provided by customers regarding their experience with a product or service. Complaints typically highlight areas of dissatisfaction, while compliments acknowledge exceptional service.

Who is required to file customer complaints and compliments?

Any customer who has had an experience with a product or service can file a complaint or compliment.

How to fill out customer complaints and compliments?

Customers can fill out customer complaints and compliments by contacting the customer service department of the company providing the product or service, or by using online forms provided by the company.

What is the purpose of customer complaints and compliments?

The purpose of customer complaints and compliments is to provide feedback to companies on their products or services, so they can improve and continue to provide excellent customer service.

What information must be reported on customer complaints and compliments?

Customer complaints should include details of the issue, such as what went wrong and when it occurred. Compliments should include details of the exceptional service received.

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