One of the fundamentals of businesses managing the effective resolution of complaints from customers, should they arise, is to have a set process embedded within their company policy to help address disputes in a fair, timely, and consistent manner, thus providing consumers with visibility as to how their complaint will be handled. Having a structured response framework in place is one of the key guidelines laid down by TMO’s longestablished Service and Repair Code, which thousands of garages across the UK today are accredited to. It is always advisable for an organisation to put time and resource aside to resolve an issue directly with a customer in the first instance, prior to seeking third party assistance from an alternative dispute resolution (ADR) provider, such as TMO. This is to give the best chance of safeguarding open and constructive dialogue with the customer and maintaining a positive relationship in the long run. Taking proactive steps to bring a dispute to a close to the satisfaction of a consumer may equally help offset the chance of negative reviews appearing on public-facing online platforms, which could compromise the business’s reputation. When using an ADR provider such as TMO, a business has up to eight weeks from when a consumer first lodges a complaint, to provide a formal response in writing once it has passed through internal procedures. In fact, this does not prevent an outcome being offered much sooner, should circumstances allow. It is only once a consumer has given a business a chance to have their say that they can then approach an ADR body for help, rather than vice versa. For businesses who do not provide the opportunity for ADR for their customers, the provision of a response may be subject to different timescales. There are critical elements that should be incorporated into a business’s customer complaints handling process to make it both streamlined, receptive, and efficient — see checklist. Despite concerted efforts on both sides, there are of course no guarantees that an internal complaints handling process will deliver a mutually agreeable solution. However, it is important to demonstrate to a customer that protocol has been followed, and that all possible avenues have been exhausted internally. This shows that a business values the customer, whilst demonstrating high standards of care and service. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to TMO’s Service and Repair Code. Taking proactive steps to bring a dispute to a close to a consumer’s satisfaction may help offset the chance of negative reviews Have the resolve to resolve O Have dedicated point of contacts responsible for managing and resolving complaints who are ideally trained or experienced in this area; O Be clear about how complaints can be submitted by consumers and ensure that any processes are user-friendly from beginning to end — and that reasonable adjustments are made, eg for those who may be considered vulnerable, or find the use of the English language difficult; O Maintain a written record of all communications, as verbal conversations are much more difficult to quantify should a complaint be passed to an ADR provider; O Keep the customer informed about the progress of their complaint; O Offer fair and practical solutions to the consumer’s issue(s); O Collect feedback from customers on the handling of their complaint, to help identify possible areas for improvement, and to use disputes as a constructive learning opportunity for staff feedback. Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at the essentials of an effective and fair in-house customer complaints handling process to help bring disputes to a close, swiftly and fairly Insight 19 www.aftermarketonline.net JULY/AUGUST 2024
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