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"How to Handle Customer Complaints"

CTDA is dedicated to providing educational opportunities for distributors of ceramic tile and their suppliers to further the consumption of ceramic tile. One of the many ways CTDA strives to accomplish this task is to provide the industry with educational materials that will benefit our members and their customers. One of the educational materials that the CTDA has created is a set of guidelines on the best way to handle customer complaints.

We all strive to promote excellent customer service while providing quality products. But what do we do when something unexpectedly goes wrong and a customer becomes unhappy with their purchase? Do we always know the appropriate steps to take to rectify the situation? Or are we actually making things worse?

CTDA's "How to Handle Customer Complaints" guidelines are an excellent first step in answering those questions. In this document, you'll find the best practice guidelines that cover topics including; "Do's and Don'ts", good rules to follow, steps in arranging a jobsite inspection and sample complaint reports.

Feel free to distribute these handy guidelines throughout your company to help encourage good customer service. In the unfortunate event of an unhappy customer, we hope that this outline will provide a good starting point when you get into those sticky situations!

To download "How to Handle Customer Complaints" click here.