STANDARD - Product Complaints

Some complaints are classified as SERIOUS, while others are deemed STANDARD.

This training provides an opportunity to understand the key differences, ensuring we handle complaints effectively and uphold our brand reputation.

In this article, we will focus specifically on STANDARD complaints and the steps you need to follow, including:

• Identifying the types of queries that are classified as STANDARD.
• Knowing who should be informed.
• Understanding the appropriate actions to take.

For STANDARD complaints, you are expected to log all the details and resolve the issue directly with the customer. These complaints do not need to be escalated to the CT team. If you need any advice or support, always consult your line manager.

STANDARD: Product Complaints Process

Steps for Advisors:

1. Customer Contact
   • The customer contacts the CEC via call, email, or webchat to report their issue.
2. Empathise and Apologise
   • Show empathy and apologise for the issue.
   • Check on the customer’s well-being to ensure they feel supported.
3. Capture Information
   • Use the appropriate macro to gather all necessary details:
     • Written Channels: Use the Product Complaint Agent macro.
     • Calls: Follow the Product Complaint Escalation step-by-step script.
   • Record all information accurately.
4. Next Steps
   • Raise the Issue:
     • For incorrect product information: Use the Master Data macro (side conversation).
     • For faulty products: Use the Product Integrity macro (Verify Next Steps) and send to @productintegrityadmin.
   • Product Returns: Inform the customer to return the product(s) using the provided Freepost address.
   • Resolution: Offer the customer a replacement or refund, along with a Goodwill Gesture (GOGW), if appropriate.
   • Solve the Issue: Ensure the case is fully resolved.

Key Reminder for Advisors:

• Handle the issue yourself, but if you’re unsure or need help, ask a team leader or floor support.
• Make sure to follow the process step by step for a smooth resolution.

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Let's take a look at the Standard categories

INCORRECT INFORMATION

	Incorrect Information
Type of Query	Product Labelling Incorrect flavour Label missing

PACKAGING

	Packaging
Type of Query	No Batch number / BBE Misprinted Incorrect label No seal or broken No Label Split / Ripped Leaking Does not work

QUALITY / FAULTY

	Quality / Faulty
Type of Query	Broken Leaking tablets Capsules Taste, Odour, Discoloration or Appearance issue Stuck together / congealed Mixing / Issue Texture Issue Electrical Fault that doesn’t involve personal injury Under / Overfill Tablet / Capsule too big Unable to swallow Mould – Not eaten Appears off Stale