A complaint is a consumer complaint. Effective Claim Handling - GRC School of Managers

A complaint is a consumer or customer complaint. It can be defined as an expression of dissatisfaction on behalf of the consumer to the responsible party. On the other hand, it is viewed in some positive sense - as a report from the consumer, signaling with the appropriate document about a problem with the product or service.

Most of today's competent business consultants believe and convince firms that a complaint is a kind of gift from a consumer or client. A consumer complaint usually represents an escalation of the complaint handling process. The consumer submits it to a third party in order to register his claim to the company in this way, and the problem is no longer internal affairs. Special organizations, like the Business Assistance Bureau or the Federal Trade Commission, take consumer complaints and help people with their service-related problems.

Agencies that accept consumer complaints usually recommend that people prepare a letter following specific guidelines. The letter of complaint must be in a specific format. The consumer indicates in it his name and contact details, the name, contact information of the company, describes the claim in detail. Representatives of the intermediary institution will review the document, if they cannot take any specific action, they will advise the consumer on the next step. Complaints can also be sent attorney generals who are representatives of the government. True, it is rare that someone registers complaints at the legal level, which can lead to

To a greater extent, a complaint is an informal complaint. Many consumers manage to solve the problem with poor quality products or poor service. But if the solution does not satisfy the consumer, then he turns to an intermediary organization. In any case, if a person is going to solve a problem, he must document every step that he has taken. When filing formal complaints, notes should be kept of all contacts with the company. If this fails, then the customer can file a formal consumer complaint. Many claims brought against the company lead to a downgrade of its rating and other penalties.

Correct claims, with the application required documents, may represent the return of products, the issuance of compensation, the repair or replacement of products. Before filing a claim, the consumer should study the company's guidelines as carefully as possible. It is also important to make sure that the document is written correctly, since even a minor mistake will lead to a temporary delay in the consideration of the issue. The consumer must also have copies of all his complaints and any correspondence with the company and the intermediary service. Today, several specialized forums have appeared on the Internet, where people have the opportunity to post their complaints so that as many other people as possible learn about them.

So, in general, a complaint is an expression of dissatisfaction with the quality of service in a store, a claim against utilities or local authorities, and so on. But according to legal terminology, this is an official document setting out facts and legal reasons.

Complaints are a must for any business. No one will ever be able to work without claims from clients, buyers, consumers. As the ubiquitous folk wisdom says, only those who do nothing are not mistaken, therefore, there may be small flaws in the quality of products, in service. Your customers will not make you wait for signals about a disorder in your business, and you will definitely have complaints in your hands, drawn up in accordance with all the rules. How to respond to them, what to do so that buyers not only remain dissatisfied, but also advise their friends to contact you, we will talk about this in this article.

What is a complaint

Complaint is a protest, a claim of a client who, in his opinion, received a low-quality service, expressed orally or in writing, and which requires a response, a reaction from the manufacturer or seller. The complaint should not be taken as a personal offense or insult, the buyer does not care who is in charge of the management of the company that bakes bread, for example, he just wants to buy high-quality bread. Therefore, when a complaint is received by your company, it is necessary to start constructive work to improve their product, and not suffer and start persecuting a particular complainer.

Features of receipt of a complaint

If an entrepreneur can keep his feelings and emotions in hand when confronted with dissatisfied buyers, then the second party, that is, the buyer, is often not shy in expressions and does not always resort to civilized communication. The main feature of the receipt of a complaint is the increased emotional degree of the “victim”, who is not satisfied with the quality of the product or service. It is necessary to remain calm, not to give in to provocations, and to respond to the buyer competently and accurately in order to prevent the conflict from flaring up and going beyond your enterprise.

Many buyers have never known how to handle a complaint and are reluctant to find out. Therefore, filing a complaint can take place in a variety of ways: by phone, by e-mail, but most often customers come with their valuable cargo (defective goods, etc.) or with paper (with a statement), as well as with a fiery speech.

When you receive a complaint of any kind, you should quickly fill out a short questionnaire to start working on your complaint. The questionnaire should contain the following questions: last name, first name, patronymic of the complainant, what kind of product the complaint is about, if you have a large assortment line. Next, indicate which point of sale a product was purchased or there was poor-quality service, who exactly served the client, if he remembered. It is very important to record when the problem item was purchased or when service staff behaved incorrectly.

Ask the client in detail what his main complaint is, whether there are additional complaints. If the client is in a more or less calm state, then ask him how often he buys your product, what qualities he would like to see in it in the future. If your goods are bulky or heavy, then check with the client when it is convenient for him to have your car drive up and pick up the goods for exchange or repair, or irrevocably to return the money if the client requires it. But it is best to agree on the replacement of the goods and on the delivery of bonuses to the buyer so that he is satisfied with the attention you have given him. Demanding money means that it is unlikely that this person will contact your company and make a purchase in the future.

What exactly is a complaint?

A competent entrepreneur rejoices at every complaint and even organizes a civilized reception of them. All over the world, the complaint is considered the engine of progress, it is a direct guide to the action of a businessman, the direction of development and a better satisfaction of the interests of the client. Even if you lose one customer who complained and was offended by your company, you can gain many dozens of customers in the future who will like the change in the product that the same dissatisfied person will tell you about. With the help of claims, you can significantly improve both the product and the business as a whole.

On the large factories with global brands, progressive companies always have a complaint handling specialist. His responsibilities include organizing the process of collecting complaints, processing and organizing measures for interaction with customers on the one hand and with the promotion department on the other hand. If you have a small business, then all these functions will have to be taken over by the entrepreneur himself. And for this you need to know how to work with complaints.

If you received a complaint not from a client, but from a partner with whom you have commercial and economic relations, then such complaints should be approached with particular reverence, since communication and exchange of opinions are warmly welcomed in the business world, and information is collected before starting a new cooperation about a future partner with the help of business word of mouth. Sometimes many years of fruitful cooperation follows from dissatisfaction, framed by complaints. What to do for this? Everything is very simple - correct the shortcomings that the partner complained about, present him with a bonus, a discount, and then carefully monitor so that the quality of services and goods does not suffer anymore. If your "work on the mistakes" suits the client or partner, then they will come to you again with great pleasure.

Claims may be filed with a sole trader various kinds. These are complaints about the seller's service, that is, about the treatment and communication with the buyer, about how the seller explains the advantages and properties of the product, how to use it. For the buyer, the salesperson behind the counter is the face of the company with whom he interacts. Therefore, the first claims of the client are addressed to the seller.

The second group of claims are complaints against the company. These are general complaints about packaging, advertising, promises, after-sales service, etc. It is these complaints that best contribute to the development of service, services, and the promotion of goods on the market.

The third group of complaints concerns the product itself and its quality. Everything is simple here, the client bought, started using it or tried it if it is a food product, and then found that his expectations were deceived. He brings the goods to the manufacturer or seller, writes a statement on the spot or in the consumer protection department, and the case begins until the customer withdraws the complaint. If the entrepreneur fails to resolve the conflict, then he has to meet with the client in court and incur significant costs.

The basic rules for dealing with complaints have long been known experienced businessmen. And the first principle that you need to understand in order to negotiate in a positive way for you is that you should never make excuses and explain why a problem arose. The client is not at all interested in why he received a rotten stick of sausage, a non-working mixer, or shoes whose heels fell off on the second day. He is interested in returning peace of mind, receiving a quality product or money. Both that, and another, and the third, it needs to be provided that will allow to liquidate discontent and the conflict as a whole. Calmness is returned with the help of an apology and the provision of guarantees of full compensation for the costs incurred - financial and nervous.

But there is no need to tell that you have been suffering for many years with the technologist Sidorov, who all the time does not put meat into sausage, or that your equipment is so old that you cannot produce modern packaging, and banks do not give you loans to buy new ones, because that once you were a guarantor and a friend who ... This is not interesting to the buyer.

You need to say: we apologize for the inconvenience caused, we offer such and such a product as compensation and such and such a bonus, and you will also now be our regular privileged client, you will be provided with an N percent discount. If there is such an opportunity, take the client through your enterprise, show him the production, give him a souvenir. Be sure that there will be no more questions for you, and your client will tell all his acquaintances and friends what a wonderful company you have, how it appreciates its customers.

During the conversation with the client, be careful not to give him any extra, that is, commercial, information. If you entrust the work with a complaint to an inexperienced employee, then be sure to explain to him what information is allowed for voicing and what cannot be disclosed. In this case, it is better to take care in advance and write a text for the person who will work with complaints or for yourself. It needs to reflect strengths your company and state the reasons why you perfectly understand the state of the client.

By the way, the comparison method works very well. “Were your expectations not met? I'm sure it's just a random misunderstanding. Here I had a story with the company "Horns and Hooves", it was even worse there, and what is not good at all - this happened all the time. My expenses have never been refunded! And our company is well aware that what happened is very bad, and believe me that this is extremely rare for us. Allow me to offer you .... ".

There is no need to talk in detail about the technology, about the cost, about the benefits of trade and about development plans. If you want to show the promise of your company, then show a sample of a new product, give it a try and tell me when it goes on sale. The emotions of the client will be satisfied, having gone beyond the threshold of your company, he will begin to tell you what new product you have. And the problems with which he came to you, the client will remember only in the second place.

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various companies, and individual entrepreneurs periodically have to deal with such a problem as claims from customers. Sometimes such complaints take the form of a reclamation.

What is a complaint

This term is used to define a claim regarding defects in a product that has been purchased and the subsequent indemnification of the resulting damages. To put it more simply, we are talking about a claim, a complaint expressing dissatisfaction. Reclamation is a term that is used primarily by legal entities.

Such a complaint can be accepted if there are grounds for its filing (incompleteness and product defects) and it is drawn up using the relevant acts.

A complaint can be rejected if the condition of the product in connection with which the complaint is filed is due to improper operation, and also if the claimed defects were not confirmed during the additional examination.

Common types of claims

1. Claims against the enterprise. We are talking about complaints about certain promises, product packaging, after-sales service, advertising, etc. The presence of such complaints is the best way to stimulate an increase in the level of services, service and product promotion on the market as a whole.

2. Service Complaints. In this case, we mean claims related to the mistreatment of company employees with customers and various service areas.

Claim under a contract

Claim under the contract is a complaint, the basis for which is the non-fulfillment of contractual conditions. This may be the paid provision of certain services that do not correspond to the level or form originally declared. In turn, the contractor has the right to file a complaint if the customer has not made timely payment for the services performed.

There are also claims under the supply contract. In this case, we are talking about the sale of certain products. Complaints of this kind may be filed under the following circumstances:

• the quality of the delivered goods does not meet the required;
• delayed payment or delivery of products;
• the product package is broken.

Such violations are fraught with the payment of fines or the rejection of the goods.

It is worth considering, when considering information about claims, that these are claims that can also be made on the basis of a work contract. In this case, everything ends with the issuance of a penalty. Such a result is possible if the contractor did not complete the required amount of work or did it at a quality level that did not comply with the contract. For its part, the customer can pay a penalty if he did not pay for the work on time.

How to file a claim

In most cases, this type of claim is in the form commercial letter detailing the nature of the complaint. As mentioned above, the purpose of such a claim is to compensate for losses, so it must be drawn up correctly. Since a variety of situations may arise, there is no single form of complaint.

However, there is certain rules, which will help to compose it correctly:

• address and name of the enterprise;
• grounds for filing a claim (contract, letter of guarantee and etc.);
• the essence of the complaint (it is necessary to accurately describe the violation or the fact of marriage);
• evidence;
• the requirements of the one who made the complaint (additional delivery of goods, replacement, markdown, termination of the contract, return of the amount paid and other types of compensation for losses).

Claims must be sent by registered mail with acknowledgment of receipt. The letter itself must be accompanied by documentation confirming the fact of the violation (an act of non-compliance of the goods with quality or the results of an examination, transport documents, etc.).

Claims Department

In any self-respecting company, there are employees whose duties include a competent response to complaints filed.

At the same time, there is a certain scheme of actions that should be followed in order to continue relations with customers after filing a complaint on their part.

First of all, there is no need to make excuses, because this is irrelevant. The second rule that deserves attention: no extra information. It really does not matter to the client why the contract was violated, the main thing is that the damage received is compensated.

In fact, the Claims Department is made up of specialists who competently work with the emotional and rational component of the client's claim. That is, their task includes not only the actual compensation of the damage received, but also compensation for the emotional negative. This is exactly what you need to do immediately after accepting the complaint.

How to handle claims

The first fact to realize is that complaints are a positive factor in working with clients. It is thanks to them that the company can see the shortcomings in the process of organizing the supply, production and service that need to be eliminated. Identification of such disadvantages will allow the company to earn more more money. Therefore, claims should not be treated as a negative phenomenon.

The second important principle regarding handling complaints is demonstrating an understanding of the client's problem. In other words, he must feel that he is being treated positively and respectfully perceived by an attempt to repair the damage received. The act of reclamation is a step towards further, more productive cooperation. And such an initiative should be responded to accordingly.

From the article you will learn:

Work with complaints greatly simplifies GOST R ISO 10002-2007, in which you will find a guide to managing complaints in organizations and requirements for the mandatory elements of the complaint text. In the article we will use the main provisions of this GOST.

In what cases are letters of complaint written?

Complaint letter or complaint business letter, which is made up on behalf of an individual or legal entity party under the contract, if any terms of the contract were violated and the claimant suffered losses.

Claim letters are compiled to compensate for losses due to a breach by the counterparty of the terms of the contract. Under what conditions complaints are presented and in what ways they are regulated, they are prescribed in the text of the agreement between the parties.

The parties stipulate in what order and in what terms it is necessary to present claims, prescribe the rights and obligations of the parties. For this in treaty include a separate section "Claims (complaints)" or "Responsibility of the parties". If the claims cannot be settled, then the injured party goes to court.

The claim is made to: the quality of work or services, their quantity, deadlines, packaging and labeling of goods, violation of the payment deadline.

How to write and submit a complaint letter

GOST R ISO 10002-2007 does not establish special requirements for a complaint as a document. But since the claim is made in writing and sent to the organization - the seller of the product or service, then it is drawn up as a business letter. Complaint letter is a type of commercial letters.

Since in practice it is possible different situations, which give grounds to make a claim, there is no single form for a claim, but there is required elements text and formatting rules.

1. draw up for organization letterhead, which contains the official name of the organization, its reference details - postal address, phone numbers, address Email, claim date and registration number;
2. addressed to the organization - the seller of products or services, indicating the full name of the organization and its address;
3. contains a link to the contract in the title.

EXAMPLE

« About the claim under the sales contract dated _____ No. ___» ; "On compensation for losses under the contract dated ____ No. ____» ; “On the delay in the delivery of baggage under the agreement dated _____ No. _____» .

Let's talk about the text of the claim in more detail. The text of the claim must contain the following information:

• grounds on which the claim is made: reference to treaty concluded by the parties, a letter of guarantee or other obligations;

EXAMPLE

On March 1, 2017, River House CJSC (lessor) and Bonnier Business Press CJSC (tenant) entered into a lease agreement for a period of 11 months, under which the landlord undertook to provide the tenant with an office space at the address: ul. Academician Koroleva, 5, St. Petersburg, 197022.

• the subject of the claim, which indicates which obligation is violated and to what extent;

EXAMPLE

We declare to you a claim regarding the timing of the installation, commissioning and commissioning in commercial operation local area network at the central office of our organization (2nd Tverskoy-Yamskoy per., 23, building 1) and two of its branches in the cities of Serpukhov and Orekhov-Zuev, Moscow Region, provided for by the agreement dated February 12, 2017 No. 33/67.

• evidence: links to documents that confirm that the guilty party violated contractual obligations;

EXAMPLE

The completion date of the work is specified by the contract as July 2017, however, at present, there is a serious violation of the deadlines for the completion of work: ...Despite repeated requests to you with a request to expedite the execution of the work stipulated by the contract, the necessary measures have not been taken.

As follows from your letter dated July 28 this year No. 215/01-33, the installation, commissioning and commissioning of the local area network at all three facilities will be completed only by September 1, 2017.

EXAMPLE

Due to the fact that your company violated the deadlines for the performance of work, in accordance with clause 9.2 of the contract, we will apply penalties in the amount of 0.01% of the total contract amount for each day of delay (the calculation of the amount of the fine is given in the appendix to this claim) . As of September 1, 2017 total amount deductions will amount to 32,856 rubles.

The application is marked according to general rules for this prop.

If you require the guilty party to pay damages or return money, the claim must contain a calculation of claims. If the calculation is complex, it is included in the application to the claim.

Sample. Complaint letter example

What phrases are used when preparing the text of the complaint

The complaint must be made in the correct form, it can be harsh, but not rude. Polite phrases at the beginning and end of the text are especially important (table below). They set up the addressee for a constructive dialogue. Depending on the situation and intentions of the buyer, the complaint may contain a warning about the subsequent appeal to the court for the protection of their rights if the addressee does not satisfy the claim.

Table. Permissible phrases in the complaint text

How to respond if you receive a complaint

Respond to a complaint letter always needed. If your management will consider the complaint for a long time, give the sender an interim response in which write that the letter has been received and accepted for consideration. Be sure to specify the timeframe for handling the complaint.

EXAMPLE

Your claim regarding the timing of the installation, adjustment and commissioning of the local area network at the central office of your company has been received by us and will be carefully considered.

The answer to the claim will be given within 10 days from the date of its receipt and registration.

Sample. Example of a claim response

In controversial moments, a written dialogue is used - with competitors or future partners. If there are claims or difficulties, one has to show extraordinary intellectual abilities, eloquence, knowledge of business phrases and turns. Learn how to show competence in general issues. Apply this to your work by making a claim.

What is a complaint

This incomprehensible term can be found in all spheres of life, while it has a meaning that is not entirely pleasant for the addressee. The complaint is connected with violations of the transaction, which was concluded orally or in writing between the opponents. A categorical demand is put forward addressed to the debtor with detailed description violation of its obligations to the injured party. Learn what a complaint is - what it is, lawyers or just educated people will tell you. More often this is a letter of claim, which is necessary during pre-trial proceedings.

If the problem is not resolved with the help of a complaint addressed to the debtor, the letter of complaint becomes an official document that the plaintiff provides during the course of the trial. This is a kind of proof that an attempt was made to settle the dispute without the involvement of law enforcement agencies (arbitration, prosecutor's office, police department, security services, customs control). For each field of activity, the term "reclamation" acquires a more precise definition.

When is a letter of complaint written?

In the legal field, the concept of "reclamation" arises from time to time when a person decides to voice his complaint, dissatisfaction, clarify and achieve justice. The claim is made on a separate form according to the established legal acts sample, handed over personally or delivered by registered mail to the addressee's post office. A complaint is sent in the following cases:

• low quality products;
• provision of low-quality services;
• violation of the delivery time of the goods;
• payment delays;
• disruption of production, violation of the schedule;
• claims for damages.

How to write a claim letter

An act of complaint about a malfunction must be drawn up on a separate form, and it is important not only to announce the essence of your claim, but also to put forward a number of requirements for the opponent to eliminate conflict situation. When filing a protest or objection, adhere to the plan. Necessary:

1. Indicate the serial number and date of the document being compiled.
2. Indicate the full details of the person from whom the complaint originates (this may be the name of the organization).
3. Write the name of the document, as in the provided sample.
4. Justify your dissatisfaction, i.e. attach invoices, checks, contract details, acts of delivery or acceptance of goods, contracts, receipts.
5. Describe the characteristics of the low-quality goods or services that were provided by the addressee.
6. State the essence of the problem, that is, describe your disapproval in a free form, for example, classify the product as “marriage”.
7. Provide evidence of the shortcomings of the transaction, facts about the damage (property, health).
8. Write down your demands for a peaceful settlement of the problem in commodity market relations.
9. Describe the documents that are provided as evidence of the validity of the claim.

After filling out the complaint, it is important to clarify that two copies are required to be prepared at once, which will not differ. If you transfer the document in person, it is important that the addressee put a stamp of receipt on the copy of the disgruntled person. If you decide to use the services of the post office, then when sending a registered letter, you need to pay extra for receiving a report on the delivery of correspondence to the addressee.

How to process a complaint letter

If a complaint is received in violation of the contract, it is necessary to correctly respond to a registered letter. If the supplier fully admits wrong, it is necessary to sign an acknowledgment of receipt of the document and proceed to fulfill the requirements of the buyer. If you eliminate a low-quality product or service, compensate for moral and material damage, the client will be satisfied, and the conflict will be completely resolved. The application will not be given a move, and the case will not come to trial.

If the supplier categorically disagrees with the customer's complaint, he may not even sign that he received it. An oral statement, without witnesses, has no legal force, and a registered letter with a statement will be returned to the sender in a month. The claim will have to be filed in court. The decision of the state structure will be subject to mandatory execution.

What is a complaint act

This is an official document from the client about the poor quality of the provision of goods and services, which is set out in business style, in writing, has an incoming number and legal force. The act of reclamation includes a list of documents that confirm the objectivity of the claim made regarding the work, in relation to the goods received or services rendered.

Video: how to write a claim letter