- Gets agreement from the customer that they are satisfied with the compensation
- The customer has to sign to agree the matter is fully closed and cannot be revisited
- Explains to the customer how you are going to conclude the complaint
- Ensures there is a company witness to the customer's signature
- There is a template for each stage of the complaint handling process
- Advertises to the customer that your company has a complaints procedure
- Ensures you are effective with dealing with customer issues
- Provides a simple professional template to handle customer complaints
- Shows your larger clients that you run an efficient company
Who would use it?
- Small Business Owners
- Line Managers
- Call Centre Managers
- Customer Relations Staff
What is it?
The 'Form of Discharge’ is a customer communication correspondence from the company.
When would you use it?
You would use the 'Form of Discharge’ whenever you are wishing to conclude a complaint where the company will have to pay an amount of compensation
Why would you use it?
You would use the 'Form of Discharge’ to ensure that the customer is aware that once they have accepted the compensation and signed the 'Form of Discharge’ the complaint is closed and will not be revisited. This method also protects the company from further criticism if complaints are handled incorrectly after the original issue was brought to their attention. This may be particularly useful if the complaint escalates to a small claims court, Gas Safe or the Citizens Advice Bureau etc.
For people who are generally organised, this is standard within their operation. Once a complaint has been brought to their attention, it should be handled with great care as it opens the company up to major criticism if further issues develop from poor complaint handling. This will be seen in a poor light if the company is investigated by a third party but doesn't have an internal system for dealing with problems they may have created.
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