One of the problems that your fast courier Sydney business will face
while performing delivery assignments is an angry customer filing a
complaint. A complaint can be truly challenging, especially if the
customer demands a quick resolution to his or her problem. Below are
some useful tips on how to handle or solve a customer’s complaint.
· Get a copy of the customer’s complaint
Your fast courier Sydney should keep a record of every filed complaint of customers. If you are managing directly this courier business, I’m sure you will be the first person who will receive this complaint. For clarity of events, I suggest you get a copy of this complaint, read it carefully and find out who is really to at fault.
· Perform investigation
Once you have gathered enough information about the customer’s complaint, how, where or who has caused this issue, your next move is perform thorough investigation. If you discovered there are more employees involved to this customer complaint, request a private meeting to get their views, comments or feedback. If you found the cause of this problem is due to an employee’s negligence while taking delivery orders, do the necessary recommendations to solve this issue right away such as sending an apology letter to the customer or ensuring the customer that appropriate action will be done. For example, if the lost parcel was due to the customer staff representative wrong input of delivery address on the dispatch order, decide quickly an immediate solution like pay the equivalent amount of the item lost.
· Keep a record of your final action
Set things clear from the start until to the final action you execute to resolve the customer’s complaint by keeping a record of everything. This record will also serve as proof that you have done a concrete action to solve the customer’s complaint.
A customer’s complaint should be handled professionally and in a timely manner. If you are the one attending to all complaints or feedback reported by customers, remain focus as you read each incident report. Make a careful analysis of the problem, find the real cause and decide the best action to undertake. Remember, your fast courier Sydney business cannot succeed in the marketplace if you keep encountering an angry customer showing dissatisfaction on your courier services. Do something to retain the good image of your business.
For more information please visit www.couriers.sherpa.net.au/same-day-delivery-sydney
· Get a copy of the customer’s complaint
Your fast courier Sydney should keep a record of every filed complaint of customers. If you are managing directly this courier business, I’m sure you will be the first person who will receive this complaint. For clarity of events, I suggest you get a copy of this complaint, read it carefully and find out who is really to at fault.
· Perform investigation
Once you have gathered enough information about the customer’s complaint, how, where or who has caused this issue, your next move is perform thorough investigation. If you discovered there are more employees involved to this customer complaint, request a private meeting to get their views, comments or feedback. If you found the cause of this problem is due to an employee’s negligence while taking delivery orders, do the necessary recommendations to solve this issue right away such as sending an apology letter to the customer or ensuring the customer that appropriate action will be done. For example, if the lost parcel was due to the customer staff representative wrong input of delivery address on the dispatch order, decide quickly an immediate solution like pay the equivalent amount of the item lost.
· Keep a record of your final action
Set things clear from the start until to the final action you execute to resolve the customer’s complaint by keeping a record of everything. This record will also serve as proof that you have done a concrete action to solve the customer’s complaint.
A customer’s complaint should be handled professionally and in a timely manner. If you are the one attending to all complaints or feedback reported by customers, remain focus as you read each incident report. Make a careful analysis of the problem, find the real cause and decide the best action to undertake. Remember, your fast courier Sydney business cannot succeed in the marketplace if you keep encountering an angry customer showing dissatisfaction on your courier services. Do something to retain the good image of your business.
For more information please visit www.couriers.sherpa.net.au/same-day-delivery-sydney
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