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Complaint Handling

Solutions provided by Charter UK enable companies worldwide

Complaint Handling, Customer Complaints Systems

Complaints are often looked upon as a negative and a troublesome problem that will keep coming up, taking up an organisation’s resources which could be used to gain new clients. However complaints should be looked upon as a valuable resource and an effective complaint handling system should be incorporated in a company as a management and an important marketing tool.

Companies will try their best to bring their customers the best service or products. However hard they try, companies will still receive complaints from customers and therefore they will need an effective complaint handling system set up to better turn these complaints around.

Why a Complaint Handling System is needed

A company should welcome any comments or complaints that it receives – as they will pinpoint any problems that may exist and improve the service that it delivers. It also:

• Prevents any similar complaints

• Gains public and consumer confidence and portrays a responsible image of the company.

• A proper complaint handling system allows the company to improve and perfect its services and products, pinpointing where the problem is so it can be quickly resolved.

Proper Complaint Handling will Generate Customer Loyalty

Only a small fraction of dissatisfied customers actually complain to the company, which means that many will keep quiet and show their dissatisfaction by eventually taking their custom elsewhere. The dissatisfied customers will then go on to criticise the company’s services or products to others. Therefore complaint handling is a very important aspect of a company’s customer services processes.

By voicing their dissatisfaction, unhappy customers are giving the company a chance to resolve the problem. Research has shown that proper complaint handling procedures will result in very loyal customers that come back to the company again and again as they felt that their complaint was resolved fairly.

Complaint Handling Software from Charter

Charter’s award-winning software – Charter Continuum™, represents the best of breed in customer complaint handling and feedback management. Charter’s customer service solutions and complaint handling systems allow companies to collate, manage and analyse customer complaints positively and improve customer retention and loyalty. Charter’s long association with trade organisations and industry professionals ensure an early and well informed exposure to the latest complaint handling procedures and legislations.

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