HILTON ACADEMY This document is Complaint Handling Policy and Procedures It is part of the supporting assessment resources for Assessment Task 1 of BSBWOR203 C 2020 RTO Works IPSO Hospitality Group Complaint Handling Policy and Procedures Policy purpose Customer service policies are written standards of behaviour that provide guidelines for staff to follow in a variety of service scenarios. For example, you may have a special policy for resolving consumer questions or dealing with refunds. Written policies are implemented to instruct your personnel about customer service operations and the proper steps to follow in specific instances. Depending on your sector and demands, customer service rules may include a variety of elements. Customer service workflows: What justifies a refund and what doesn't, Customer service standards, as well as customer service promises Definition of a complaint Customer complaints are gaps between what a company promises in terms of products or services and what customers receive. It is a mismatch between how customers perceive the brand and when they do not receive the desired level of customer care. Recording complaints Examine the complaint thoroughly to determine the specific nature of the problem. Keep track of all complaints in a single location or register. This will assist you in identifying any trends or difficulties. The complaints recording steps are, 1. The firm's name (if B2B) 2. Complainant's contact information 3. When the complaint was filed and how it was filed (social media, email, phone, walk-in) 4. The complaint's description 5. Person in charge of complaint resolution 6. From status to resolution Date of resolution 7. Complainant contacted - complainant feedback 8. Thank you call/card/gift discount issued when applicable, complaint closed Hilton Academy: Level 6, 250 Collins Street, Melbourne, VIC. 3000, Australia. Email: info@hilton.edu.au | Website: www.hilton.edu.au RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Version 1.0 - Updated on 01 Nov 2020 Page 1 of 2
HILTON ACADEMY Informing customers of progress They have submitted a complaint, whether legitimate or not, therefore they are certainly concerned about a specific aspect of your service. Allow them to speak and respectfully listen. Don't be tempted to respond right away. Consider why this consumer is upset and what is causing them to be concerned. Keep the consumer informed of progress, follow through on promises, and notify them when an action is finished. Tell them how you intend to avoid the problem from recurring. One business day has been replaced by one hour. According to a poll conducted by Toister Performance Solutions, a customer service training provider, more than 85 percent of customers believe firms should react to emails within an hour. According to a poll conducted by the social media research project The Social Habit, 42 percent of customers expect a one-hour response time on social media. Responding to complaints After you've listened to and apologised for the customer's complaint, you can present your side of the story-not an excuse, but an explanation. A customer's misunderstanding or lack of information may have contributed to his complaint,