Outline the features of an effective complaints procedure Royal Mail might use - Scottish Highers Administration and IT - Question 1 - 2018
Question 1
Outline the features of an effective complaints procedure Royal Mail might use.
Royal Mail's latest Quality of Service report reveals that it has exceeded its regul... show full transcript
Worked Solution & Example Answer:Outline the features of an effective complaints procedure Royal Mail might use - Scottish Highers Administration and IT - Question 1 - 2018
Step 1
States to whom the complaint should be made
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An effective complaints procedure should clearly state the specific departments or contact points where customers can direct their complaints. This could include a dedicated complaints email address, a phone line, or an online form.
Step 2
Royal Mail should deal with the complaint as quickly as possible
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Royal Mail should prioritize a prompt response to complaints, ensuring that customer issues are addressed without unnecessary delays, thereby promoting customer satisfaction.
Step 3
Complaints should be acknowledged immediately
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Upon receiving a complaint, Royal Mail should send an immediate acknowledgment to the customer, reassuring them that their issue is being looked into.
Step 4
The customer should receive feedback on the amount of time it will take to resolve their complaint
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It is important for Royal Mail to communicate estimated timelines for resolution, allowing customers to know when they can expect a response or solution.
Step 5
The customer should receive feedback on what steps will be taken to deal with their problem
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Royal Mail should inform the customer about the specific actions that will be taken to address their complaint, contributing to transparency in the complaint resolution process.
Step 6
Royal Mail must take the complaint of the customer seriously
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Employees must recognize the importance of each complaint, treating all issues with seriousness and respect to strengthen customer trust.
Step 7
Face-to-face/verbal complaints should be logged by employees
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When complaints are made verbally or in person, it is crucial for employees to document these complaints accurately for tracking and resolution purposes.
Step 8
Details should be provided on as appeal/further action can be made eg to the Ombudsman
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Royal Mail should inform customers about their right to appeal or escalate unresolved complaints, including options like contacting the Ombudsman.
Step 9
The same person should deal with the complaint from start to finish
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Assigning a single representative to handle a customer's complaint ensures continuity and a thorough understanding of the issue.
Step 10
The process should be monitored by management
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Management should routinely oversee the complaint handling process for consistency, ensuring that customer concerns are addressed effectively.
Step 11
Royal Mail should follow-up the complaint after resolution
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Post-resolution follow-ups can help ensure that customers are satisfied with the outcome and provide an opportunity for further feedback.
Step 12
No compensation and refunds available
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While Royal Mail should have a clear policy on compensation, ensuring customers understand terms related to refunds is crucial for transparency.
Step 13
Staff should be trained to effectively handle complaints
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Investing in staff training enables employees to manage complaints confidently and competently, enhancing the overall service experience.
Step 14
Dedicated complaints contact, e.g. a phone number/e-mail address
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Royal Mail should provide a clear point of contact for complaints that customers can easily reach out to.
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