typical procedures used to deal with customer queries, disputes and complaints

Question 1

what are business procedures for responding to queries, complaints and disputes

Answer 1

• responding to customers - SLAs methods and language used
• requirements and processing for issuing replacements or reservicing
• escalation to relevant individuals and departments within organisations to review the effectiveness of processes and procedures

Question 2

what are the consequences of not following procedures

Answer 2

• reduced customer confidence in both the product and the retailer/manufacturer
• nagative customer reviews on social media
• reputational damage, ecspecially if errors are repeated