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Customer care and grievance handling. Why care the customer?. They feed us – the reason for our existence Our salaries depend on the revenue and taxes They got a choice – if not satisfied, they can leave us We are one of their choice; for us they are the only choice. Why care the customer?.

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Presentation Transcript
why care the customer
Why care the customer?
  • They feed us – the reason for our existence
    • Our salaries depend on the revenue and taxes
  • They got a choice – if not satisfied, they can leave us
    • We are one of their choice; for us they are the only choice
why care the customer1
Why care the customer?
  • they can, not only leave, if aggrieved, but also can spoil the image and business

----bad things spread quite faster

  • ---they started expecting higher quality in service

----they got money and other options

  • ---they can’t bear delay or damage to services

----they need not

slide4

---they can drag us to courts, as aggrieved consumers

----every system generally supports the customer only

  • --- they repeatedly come for satisfied service

----that only ensures our tomorrow

basic policy on complaints
Basic policy on complaints
  • Every complaint is bona fide unless proved contrary
  • The customer is always right and deserves prompt attention
  • Divisional head should ensure speedy redressal of grievances
  • Prevention / removal of the cause / scope for future grievances by identifying areas of concern
strategies on complaint policy
STRATEGIES ON COMPLAINT-POLICY
  • Speedy processing and finalization
  • Settlement of claims if any
  • Investigation for identification of office / official at fault
  • Recovery of amount / article wrongly delivered/paid
  • Recovery of loss by following principle of contributory negligence
stages of handling of complaints
Stages of handling of complaints
  • Complaints are received in the O/o

(i) Postmaster (Gazetted)

(ii) Divisional Office

  • Action on the complaint

(a) Issue of enquiry note

      • Information from O/O booking, Payment, other offices handling article, Audit office / RLO

(b) Addressing letter to the complainant

stages of handling of complaints1
Stages of handling of complaints
  • Stages of Communication
    • Initial Acknowledgement.
    • Periodical interim reply, indicating progress
    • Final Reply
  • Modes of Communication
    • Mail
    • Telephone, Fax
    • E-mail etc.
web based grievance handling
Web based grievance handling
  • An extension of India Post site
  • Settlement process is very quick
  • MIS reports available for all levels
  • Critical monitoring process is built in through escalation reports
  • Customer can also pursue status
  • Online booking of complaints feasible
web based grievance handling1
Web based grievance handling
  • CBT on web based grievance handling is placed in your PC (ascertain path from instructor) – Watch this at your leisure
  • Let us use the training site to understand the settlement process