Handling Complaints

Purpose

To provide a clear, consistent process for managing customer complaints in a professional and effective manner, ensuring we protect our reputation, retain customers, and maintain our 100% Satisfaction Guarantee.

  1. Our Commitment
  2. Key Principles
  3. Common Causes of Complaints
  4. Complaint Handling Procedure
  5. Complaint Handling Process
  6. Complaint Handling – Quick Reference
  7. Documentation
  8. Golden Rules for Complaint Handling

Our Commitment

We have a 100% Satisfaction Guarantee. Anything less than a 5-star rating is considered unacceptable.
As a service business, our reputation is everything. In today’s world of online reviews and social media, a single bad experience left unresolved can damage trust and cost us future business.
We will go above and beyond to prevent bad reviews – even if that means offering refunds, discounts, or other goodwill gestures when necessary.

Key Principles

  • Customer is King: Always treat the customer as if they are right, even if you don’t agree. Stay professional.
  • Never Take It Personally: Complaints are about the service or outcome, not you as a person.
  • Reputation Matters: Every interaction is an opportunity to protect and enhance our brand image.

Common Causes of Complaints

  • Poor quality of work
  • Late arrival to appointments
  • Missed/no-show appointments
  • Billing errors or perceived overcharging
  • Poor service quality
  • Rude Technician or Staff member
  • Job completed too fast – less than 30 minutes for GPC

Complaint Handling Procedure

Who Handles Complaints

Complaints are normally managed by the Team Leader.

However, if a staff member feels confident, understands the complaint in full detail, and can follow this procedure correctly, they may handle it directly.

Complaint Handling Process

1. Investigate Before Contacting the Customer

  • Gather all relevant details about the complaint.
  • Speak to all staff or technicians involved to get a clear timeline of events.
  • Review any related job notes, photos, emails, or call recordings.
  • Do not contact the customer until you fully understand the situation.

2. Plan Possible Resolutions

  • Based on your investigation, decide what solutions we can offer.
  • Consider more than one option so you can give the customer choices.
  • Possible resolutions include:
    • Sincere apology
    • Discount on service
    • Free repeat job
    • Cash incentive or voucher equal to job value (last resort)

3. Prepare Your Script

  • Review your talking points before calling the customer.
  • Plan your opening apology and empathetic statement.
  • Remember the Golden Rules:
    • Be sincere and empathetic. Example: “I’m really sorry to hear that, Michael. I completely understand why you’re frustrated – I would feel the same way. I’ll make sure we get this sorted for you.”
    • Listen without interrupting.
    • Ask clarifying questions after they finish speaking.
    • Never condescend, reprimand, or argue.

4. Contact the Customer

  • Call whenever possible – avoid email unless necessary.
  • Start with an apology and acknowledgment of their experience.
  • Use active listening: take notes, repeat back key points to confirm understanding.
  • Ask questions to get the full story and uncover any missing details.

5. Offer and Agree on a Resolution

  • Explain the options clearly.
  • Agree on the resolution with the customer and confirm next steps.
  • Be transparent about any timelines for completing the resolution.

6. Execute the Resolution

  • Take immediate action to deliver the agreed solution.
  • Coordinate with any required staff to ensure it’s done promptly.

7. Follow-Up

  • Contact the customer after the resolution has been implemented.
  • Confirm they are satisfied and thank them for their feedback.
  • Record the outcome in the relevant system.

 

 

Complaint Handling – Quick Reference

Step What to Do Key Points / Tone
1. Investigate Gather all facts, speak to involved staff, check job notes, photos, and call recordings before contacting customer. Be thorough, fact-based, avoid assumptions.
2. Plan Resolutions Decide possible solutions (apology, discount, free job, voucher). Have more than one option ready, prioritise fairness.
3. Prepare Script Review opening apology and empathetic statement, plan questions. Sincere, calm, professional. Remember Golden Rules.
4. Contact Customer Call first (avoid email where possible). Listen fully before responding. Don’t interrupt, acknowledge feelings, ask clarifying questions.
5. Offer Solution Explain options, agree on resolution and next steps. Focus on what you can do, not what you can’t.
6. Execute Solution Deliver the agreed resolution quickly, coordinate as needed. Prompt action shows commitment.
7. Follow-Up Check customer satisfaction after resolution, thank them for feedback. Positive close, reinforce care for the customer.
8. Document Record all complaint details, actions taken, and outcome in system. Accurate records help prevent repeat issues.

Documentation

  • All complaints must be logged in our system with:
    • Date and time of complaint
    • Customer details
    • Nature of complaint
    • Actions taken
    • Final resolution
  • Escalate unresolved complaints to management immediately.

Golden Rules for Complaint Handling

  • Put yourself in the customer’s shoes – respond as you would want someone to respond to you.
  • Remain calm, polite, and professional – even if the customer is upset.
  • Document the complaint and resolution in the relevant system.
  • Escalate serious complaints to the Team Leader or Manager immediately.

 

Next Step: Refer to the Complaints Procedure section for the detailed workflow, policies, and checklist we follow to ensure a suitable resolution. Perform a test call (role play) with another staff member.

 

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