How to resolve your customers complaints effectively

1. Respond to your customers’ complaint as soon as possible.
2. Remain calm, polite and professional.
3. Apologise for any inconvenience caused.
4. Manage the customer’s expectations – give them a realistic estimate of when you will respond/ resolve the situation.
5. Ask for any necessary information on the first point of contact, eg account number, date and time of incident.
6. If the matter needs to be investigated and takes longer than initially anticipated, keep the customer continuously informed by providing the necessary feedback.

Click here for tips on how to complain effectively.

• Independent
• Discreet – we do not publish complaints
• Fast and effective
• All suppliers are given the opportunity to respond to complaints submitted on www.getclosure.co.za
• Various subscription packages are available with value-added benefits such as customer feedback reports and customization of the complaint form.  Click here to find out more.

1. A consumer submits a complaint on www.getclosure.co.za
2. getclosure will deliver the complaint to the most appropriate person in your organisation and prompt them to respond.
3. You can logon to your getclosure dashboard to respond and track the progress of the complaint at any time.