What is the first thing that must be done after the commission receives a complaint?
At some stage your business is likely to receive a customer complaint. Dealing with it in a positive and constructive manner will help to keep your customers. Show
In general customers who are unhappy with your product or service will not complain to you – but they will complain to others and take their business elsewhere. Managing customer complaints and resolving them quickly will result in improved business processes and repeat business. Complaints handling policyDevelop a complaints handling policy. It should include reassuring customers that you value their feedback and you are committed to resolving their issues in a fair, timely and efficient manner. It should also:
Complaints handling procedureOnce you have developed a policy you can create a procedure for handling complaints. A procedure will ensure complaints are dealt with the same way, every time. The procedure should be easy to understand and follow by all your staff. Your procedure could include the following steps. Step 1Listen to the complaintThank the customer for bringing the matter to your attention. Apologise and accept ownership, don’t blame others and remain courteous. Step 2Record details of the complaintGo through the complaint in detail so you can understand exactly what the problem is. Keep records of all complaints in one central place or register. This will help you identify any trends or issues. Step 3Get all the factsCheck that you have understood and recorded the details of the complaint correctly. Ask questions if necessary. Step 4Discuss options for fixing the problemAsk the customer what response they are seeking; it could be a repair, replacement, refund or apology. Decide if the request is reasonable. Step 5Act quicklyAim to resolve the complaint quickly. If you take a long time they tend to escalate. Step 6Keep your promisesKeep the customer informed if there are any delays in resolving their request. Don’t promise things that you can’t deliver. Step 7Follow upContact the customer to find out if they were satisfied with how their complaint was handled. Let them know what you are doing to avoid the problem in the future. Make sure your staff are trained to follow your procedure when handling complaints and that they have the power to resolve issues as quickly as possible. Encourage your customers to provide feedback and complaints so that they let you know when there is a problem and give you the opportunity to resolve it. Tennessee Real Estate Commission The Tennessee Real Estate Commission complaint process enables a member of the public to file a formal complaint against a real estate licensee they believe has acted improperly or illegally in the performance of their duties as a real estate licensee. Before you file with our office, the Commission requests that you read the following information which explains its function, responsibilities and powers.
Online Complaint Form Licensees can be disciplined for the following violations:
What process should be undertaken to investigate this complaint?Complaints Investigation Toolkit. Step 1: Assessment. Make sure that you understand the complaint and the products and services that caused the problem or complaint to occur. ... . Step 2: Investigation. ... . Step 3: Weighing the evidence. ... . Step 4: Correcting mistakes. ... . Step 5: Putting things right. ... . Step 6: Respond.. What is the most common complaint filed against realtors?The most common lawsuits brought against real estate agents are for breach of duty because clients place trust in their agents' expertise and their agent must act in the best interest of the client.
How soon after a possible license law violation is committed must a complaint be filed with the Arkansas Real Estate Commission?How soon after a possible license law violation is committed must a complaint be filed with the Arkansas Real Estate Commission? The answer is 7 days.
What can the Tennessee real estate Commission require as a disciplinary action?After investigation, the Commission can seek criminal prosecution against those it finds are operating or practicing without a license. It can also seek an injunction to prohibit further unlicensed activities. The Commission cannot recover or order the refund of any money or property to which you may be entitled.
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