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SHAP COMPLAINTS AND FEEDBACK PROCEDUREPURPOSE SHAP is committed to providing a highquality service to all of our members and wider network. When something goes wrong or is not up to the expected usual
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Identify the customer's behavior or attitude that is unsatisfactory.
02
Document the incidents or examples that demonstrate the bad customer behavior.
03
Communicate with the customer directly to address and resolve the issue.
04
Escalate the situation to a manager or supervisor if necessary.
05
Follow company policies and procedures for handling difficult customers.

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A bad customer is typically defined as a client or buyer that consistently fails to fulfill payment obligations, engages in fraudulent activities, or exhibits behavior that leads to financial loss or reputational damage for a business.
Businesses that experience consistent issues with non-payment or problematic customers may be required to file reports detailing these 'bad customers' for internal records, risk assessment, or compliance reasons.
To fill out a report on a bad customer, one should include the customer's name, contact information, details of the transaction, nature of the issue (e.g., late payments, disputes), and any relevant communications.
The purpose of identifying and reporting bad customers is to safeguard business interests, mitigate financial risks, and prevent future issues with similar clients.
Information that must be reported includes the customer's identity, transaction history, specific reasons for the classification as a bad customer, and any remedial actions taken.
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