Customer Complaint Resolution Process
Classified in Economy
Written at on 
English with a size of 4.82 KB.
Analysis of Nature of Complaint or Claim
Service Provision
We should be able to suggest a solution. The response to a complaint may be:
- A refund of the money (rembolso)
- Technical assistance
- Provide some necessary information (proporcionar info)
- Replace the damaged product
- Repair the product
- Compensate for the damages
- Apologize (disculpas)
- Offer gifts or expressions of goodwill
Analysis of Satisfaction
Company must verify the level of customer satisfaction with the solution and the process done. Surveys are often used to this end.
Proposal for Improvement
After-sales service department should:
- Collect and register complaints (registrar quejas)
- Give acknowledgments of non in-person complaint (acuses de recibo de quejas no presenciales)
- Assess the origin of the complaint
- Act immediately
- Report the customer about solutions
- If the customer is not happy, offer any alternative solution
- Regularly review complaints
Enforcement of Rules on Resolution of Complaints and Claims
If consumers feel their rights haven't been observed, they can go to:
- The Municipal Offices of Consumer Information (OMIC) , (oficina municipal de información al consumidor)
- The Department of Consumer Affair of the Regional Governments( Dirección General de Consumo de la comunidad autónoma)
- The Association of Consumers and Users (Asociación de consumidores y usuarios)
- Consumer Arbitration Boards (Juntas arbitrales de consumo)
- Courts of Justice (tribunales de justicia)
prod. not delivery - no entregado service not provided- no proporcionado delay in product deliver- retraso entrega delay in providing serv- retraso prestacion detective product- defectuoso poor service- pobre prod doesn't match what was agreed- engañoso unrequested prod- sin garantia damaged prod- dañado refusal to comply with warranty- no cumplir garantia refusal to sell- negativa de vender refusal to provide a service- no propor servicio business practise - practicas comerciales wrong info- info erronea inadequate info- info inadecuada payment means- modo de pago price-precio price increase- augmento de precio unjustified costs- cargos injustificados Terms of contract- términos de contrato Coverage of contract - cobertura del contrato Damage assessment - evaluación de daños Refusal to Pay compensation - negativa a pagar una indemnización Modificación of contract- Modificación de contrato Poor performance of the contract- Bajo rendimiento del contrato Cancellation- terminar contrato Cancellation service- cancelar servicio Loan repayment- Pago de prestamo Application of interest- Solicitud de interés Failure to comply que commitments- incumplimiento de compromisos Incorrect billing- facturación incorrecta Undue delay in processing a complaint- retraso de una queja | product delivery- entregar prod product repair- reparar product change- cambio cancellation os sale-cancelar venta enforcement of garantee- aplicar garantia compliance with commitments- compro no cumplidos completion of a contract- finaliza contrato cancellation- cancelar contr cancellation invoice- cancelar fact info correction damages assessment- correcion avalua payment compensation- pago indemnizacion refund of advance payment amounting - rembolso del pago antici refund of other payments made amounting-rembolso otro pago discount amounting- cantidad de descuento payment facilities-facilitar pago apologies-disculpas |