dissatisfaction with the purchased product. According to the Law on the Protection of Consumer Rights, if the customer can prove that the product is defective or does not meet the stated characteristics, he has the opportunity to return the product to the store and demand a full refund.
Quality of service. This refers to conflicts with sales managers that may be caused by incompetence of the staff. If the seller is unable to answer the customer's questions, the buyer is more likely to leave a negative review.
Failure to fulfill contractual obligations. This is a common problem in the B2B segment. First of all, we are talking about the lack of coordination between internal departments of the company, an incorrectly drawn up schedule, shortcomings in documentation, etc.
Handling complaints not only helps create a more customer-focused company, but can also improve its bottom line. Customers do not file complaints regularly, but it is important to continually assess customer satisfaction with service and products. To ensure a continuous flow of complaints, it is necessary to establish an effective customer feedback system.
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Differences between a complaint and a claim
In business, there is a slight difference between a claim and a complaint. It is enshrined in informal rules.
Direction. A claim usually arises as a result of purchasing a product for personal use, such as when buying in a store. Most often, a claim is not related to business activities, while a complaint is addressed directly to the supplier or manufacturer of the product.
Time frame. A claim is usually sent to the supplier within the warranty period. The claim may be addressed to different persons at different times.
Claims. A claim is often related to a demand for monetary compensation for the goods or their return. In the case of a complaint, the claimant demands that the supplier eliminate the defects and fulfill the contract in accordance with all conditions.
Both the claim and the complaint are drawn up and sent to the counterparty in writing. In this respect, these documents are practically no different from each other. The complaint consists of:
headers (from whom, to whom, date, number, document title);
descriptions of the events that occurred (deficiencies, evidence);
requirements (depending on the terms of the contract and legislation);
list of appendices (documents that can confirm the client’s arguments and requirements).
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What does the claims department do?
What does the claims department do in a company? These employees receive and process complaints from customers in order to resolve the situations that have arisen.
The work of this unit begins after receiving a written complaint. The fact is that oral appeals do not in themselves initiate the investigation process.
Complaints department
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Before contacting the department, you should study the contract, because if the claim concerns the quality of the goods or services, then perhaps this falls under the standards established by the company and specified in the contract.
After receiving a complaint, the complaints depart