Complaint handling

Customer service can be one of the most challenging aspects of any business but it can also prove to be the most rewarding in terms of customer retention. The significance of good customer service can be shown in financial terms, as it costs at least five times as much to win a new customer as it does to keep a current one.

Recent research by 'Customer Strategy' shows that 86 per cent of people say that poor customer service affects their decision to make future purchases from a company and nine out of 10 people (95%) say it affects their perception of the business as a whole, so the importance of good customer service cannot be emphasised enough.

The following pages will provide members with advice on how to handle complaints, customer service tips and information on our conciliation service.

Customer service tips

Fact sheet on customer service

BVRLA conciliation service

Annual complaint report

Conciliation service case studies

Fair wear and tear

Business Link (external website)