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CHAPTER 9
HENDLING CUSTOMER
COMPLAINTS
In general customers who are unhappy with your service will not
complain to you – but they will complain to others and take their
business elsewhere. Managing customer complaints and resolving
them quickly will result in improved business processes and repeat
business. At some stage your business is likely to receive a customer
complaint. Dealing with it in a positive and constructive manner
will help to keep your customers. Managing and resolving customer
complaints quickly can improve your business reputation and
processes.
Complaints handling policy
Develop a complaints handling policy. It should include
reassuring customers that you value their feedback and you are
committed to resolving their issues in a fair, timely and efficient
manner.
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