Developing a customer focused sales strategy
A MFI Furniture Group case study

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Page 10: Customer Complaints Procedure

Any complaint received results in action to ensure that it is not only the customer complaining who is fully satisfied but, more importantly, each issue raised is analysed by the whole team and procedures are implemented to ensure that this problem does not happen again.

This form of action planning within each branch is undertaken by representatives of each function within the store who form groups known internally as Continuous Improvement Groups (CIGs).

Each complaint follows a set procedure which results in the formulation of an "Action Plan" based upon:

  • How the complaint occurred
  • Why the complaint occurred
  • The action required to resolve the problem
  • The action required to ensure that a problem of this type does not occur again

CIGs adopt the working practice of Prevention as well as Cure and are networked throughout the company with Continuous Improvement Teams (CITs). If a customer care issue is noticed at a number of branches, it is brought to the attention of the Improvement Teams who identify the strategic means of dealing with common problems.

The CIT, CIG and Head Office Complaints Procedure includes the recording of all details regarding customer complaints onto MFI's Customer Service Database. This reports:

  • Number of complaints
  • Frequency of complaints/repeat complaints
  • Types of complaint
  • Time taken to resolve

Information is reported on a regular basis to all CITs, CIGs, Heads of Departments and Directors to ensure that any common problems are identified quickly and strategic action is taken to prevent them occurring again.