Within the organisation, a system needs to be developed to record problems and complaints so problems can be dealt with in a timely fashion. You need to ascertain:

• who the client is
• why the client is complaining
• when the problem began
• how the problem could be resolved
• what needs to be actioned.

The problem should be referred to the appropriate person in the relevant department. Relevant action should be taken within that department to find the cause of the problem.
Part of responding to customer complaints is getting to the root of the problem to make sure it does not occur again. This aspect of customer service is covered in the topic 'Making changes'.

Try the research activities 'Positive and negative resolutions' and 'Common problems relating to customer service' to further explore the issue of handling complaints.