Resolving mistakes

Step 4: Resolving mistakes

You will often find that a mistake has been made or something has simply gone wrong. This is the benefit of complaints. The customer is giving you an opportunity to find out why something has gone wrong and take action to put things right.

• Talk to your colleagues so that they will know what to expect in advance. If you discover a mistake, let the relevant manager know.
• Try to sort out the mistake.
• Contact other parties who may be involved, such as third party suppliers.
• Take positive steps to avoid repetition of the problem.

What mistakes do you need to put right?

• Providing a faulty product or poor quality service
• Unreasonable delay in providing a service or product
• Failure to provide a service to a published standard
• Failure to follow a policy, rule or procedure
• Unfair discrimination against a customer
• Failure to tell customers about their rights or entitlements
• Inaccurate or misleading advice was given to a customer