Finally, you should use the customer relations policy in your advertising, and post it in your place of business. A copy, also, can be provided with your sales receipts. This will serve as a reminder to your customers that they can rely on you to assist them with any problem that may occur. It also will guard against misunderstandings and encourage the customer to approach you for assistance. Your complaint handling system, which is structured from your customer relations policy, must operate simply, effectively, and quickly.
Speed is essential in responding to customer dissatisfaction.
Your customer should be assured that you care and that prompt remedial action will be taken to resolve any reasonable problem. This will allow you to exercise control, and assure proper follow-through. Prompt acknowledgment will set your customer at ease, demonstrate that you care, and begin the process of preserving goodwill. Whenever possible, tell your customer how long it will take to complete your action on the complaint. If there is further delay, be sure to advise your customer why, and when you expect to have an answer.