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Customer care and grievance handling

Customer care and grievance handling. Why care the customer?. They feed us – the reason for our existence Our salaries depend on the revenue and taxes They got a choice – if not satisfied, they can leave us We are one of their choice; for us they are the only choice. Why care the customer?.

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Customer care and grievance handling

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  1. Customer care and grievance handling

  2. Why care the customer? • They feed us – the reason for our existence • Our salaries depend on the revenue and taxes • They got a choice – if not satisfied, they can leave us • We are one of their choice; for us they are the only choice

  3. Why care the customer? • they can, not only leave, if aggrieved, but also can spoil the image and business ----bad things spread quite faster • ---they started expecting higher quality in service ----they got money and other options • ---they can’t bear delay or damage to services ----they need not

  4. ---they can drag us to courts, as aggrieved consumers ----every system generally supports the customer only • --- they repeatedly come for satisfied service ----that only ensures our tomorrow

  5. Basic policy on complaints • Every complaint is bona fide unless proved contrary • The customer is always right and deserves prompt attention • Divisional head should ensure speedy redressal of grievances • Prevention / removal of the cause / scope for future grievances by identifying areas of concern

  6. STRATEGIES ON COMPLAINT-POLICY • Speedy processing and finalization • Settlement of claims if any • Investigation for identification of office / official at fault • Recovery of amount / article wrongly delivered/paid • Recovery of loss by following principle of contributory negligence

  7. Time limit for lodging complaint

  8. Stages of handling of complaints • Complaints are received in the O/o (i) Postmaster (Gazetted) (ii) Divisional Office • Action on the complaint (a) Issue of enquiry note • Information from O/O booking, Payment, other offices handling article, Audit office / RLO (b) Addressing letter to the complainant

  9. Stages of handling of complaints • Stages of Communication • Initial Acknowledgement. • Periodical interim reply, indicating progress • Final Reply • Modes of Communication • Mail • Telephone, Fax • E-mail etc.

  10. Web based grievance handling • An extension of India Post site • Settlement process is very quick • MIS reports available for all levels • Critical monitoring process is built in through escalation reports • Customer can also pursue status • Online booking of complaints feasible

  11. Web based grievance handling • CBT on web based grievance handling is placed in your PC (ascertain path from instructor) – Watch this at your leisure • Let us use the training site to understand the settlement process

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