Agent support manual

Complaints - follow up on a resolution

Contact the customer to check satisfaction

You may think that a complaint has been resolved once your customer has agreed on a resolution. This may not be the case!

It is essential to make sure that the customer is satisfied with the way the resolution was both reached and implemented. Further problems may arise while the agreed action is being carried out, or the customer may just want to express a final opinion. The best way to find out is to make a follow-up call to the customer. This call can also make the difference between a customer returning to Bushland Blooms in the future or shopping elsewhere.

The information you gain from a follow-up call helps Bushland Blooms with the constant improvement of its services.

Before contacting the customer, it is important that you: bullet point.

• re-familiarise yourself with the complaint , bullet point.

• re-familiarise yourself with any agreed resolutions , bullet point.

• consider the types of question you could ask.

For example

 Mrs Smith, are you happy with the work that has been carried out for you? 

 Mr Jones, how does your reticulation system work now?  

 Are you comfortable with being able to programme the system yourself? 

 Has your complaint been resolved to your satisfaction?  

Remember to use the procedures for making a call as outlined in Call principles in this Agent support manual. Always use appropriate questioning techniques and active listening to find out how satisfied the customer is. Refer to the Questioning techniques and Active listening and empathy entries in this manual for more information.

Offer further information or assistance

You also need to ask your customer if they require further assistance or information. You should do this whether your customer is satisfied with the resolution of their complaint or not. They may need advice on operating a product, or they may need assistance to prevent problems occurring in the future. Information your customers may require includes: bullet point.

• instructions on how to use a product , bullet point.

• product operating information , bullet point.

• account information (eg. when refunds will be given) , bullet point.

• what to do if a similar problem occurs again , bullet point.

• contact numbers for future use.

Sometimes you'll be able to resolve a dissatisfied customer's problem simply by providing extra information.

If your customer does require further action of any kind, make sure that you organise any fulfilment.

If, for some reason, your customer remains dissatisfied and you cannot assist them, you will need to escalate the call.

Record details of follow-up call

Record the result of the follow-up call on the Customer Care form in the Customer database on the Intranet. Records of customer satisfaction can be useful in pinpointing areas where more staff training and development are required.

Go to the 'Follow up' section of the Customer Care form and fill in the details of your follow-up call with the customer.

Don't forget to fill in details of any fulfilment process required under 'Details'.

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