Complaint handling strategies for vehicle repair service violations

Complaint Scenario About Vehicle Repairing Violation

Goals in handling the Complaint

A complaint is defined as an expression of dissatisfaction related to the product and services offered to the customer. An effective strategy to handle the complaint is to provide an excellent service to identify a method to resolve problems and keep loyal to customers. The goal of complaint handling is to resolve issues that have been raised by Mr. Noseeum in a cost-effective and timely ways. The goal in handling this complaint is also to provide appropriate remedies that will resolve the problem between the two contending parties. Moreover, effective complaint handling is to improve the service delivery, when complaints are handled properly, it leads to an improvement of service delivery, improves the reputation of individuals or organizations handling the complaints, and strengthen public confidence in their administrative processes. Thus, the goal of complaint handling is to implement an equitable and free procedure to settle a complaint.

An individual settling the complaint must be customer focused, should be opened to feedback, be committed to seeking appropriate conflict resolution method, and has a commitment to communicate to all the clients and stakeholders. The goal in handling the complaint is also to provide the objectivity and fairness in the complaint process resolving it in an unbiased manner, which will help the complaint handling process to be fair and reasonable. A confidentiality is also critical when handling this complaint. Typically, personal information of the complainant should be kept confidential, and used only for the purpose of settling the complaint.

Communication Skills and other skills to be Employed in this Complaint

Different communication skills should be employed in this complaint. Listening skill is the first communication skill to employ in this complaint since it is critical to listen to what people are trying to say. Moreover, it is essential to listen carefully to what the compliant is trying to say, and identifying the root problems that need to be solved. Moreover, effective communication skills are the skills to handle the complaints. It is essential to respond well to questions asked and be able to communicate about the issue that will lead to the solution to the problem. A problem-solving skill is essential to solving the conflicts. A persuasion skill is another skill needed to make others accept the solution proposed. Customer service skills are also essential to resolve this complaint and maintain a relationship with the other parties.

Criteria to decide whether to Act on this Complaint

The criteria to use in deciding whether to act on this complaint are as follows: The complaint must be in the public interest. Moreover, the complaint must be within the scope of the administrative act. Another criterion is to decide whether the action of one party leads to the acting of misconduct, and a delay will lead to an injustice.

Other resources Personnel to Contact or Consult

To resolve the conflict between the two parties, the complaint handling officer should be consulted because he understands the management of conflict, and he makes decisions in the resolution process. Moreover, I will consult other people who have appropriate skills in the mediation of conflicts. The information that needs to be collected from these people is to be used to settle the dispute amicably. It is also essential to consult complaint guideline checklist to guide me on the appropriate strategy to resolve the conflict.

Documentation Needed to make a determination concerning this matter

I will need different documents to help making a decision about this matter. First, I will contact the insurance company to determine whether Mr. Noseeum has insured his vehicle with them, and collect the evidence of the motor insurance. Moreover, I will contact the Cutrate Paint & Body to collect the estimate form that Mr. Noseeum has signed. I will collect the evidence of the check of $2,500 issued by the Cheapo Insurance Company.

Authorities having jurisdiction in this case

First, the Motor Accident Authorities have jurisdiction in the case. The Insurance Regulatory Authority also has a jurisdiction in the case.

Formal Report Complaint about the Complaint

Method of Referral

The report is concerned about the complaint lodged by Mr. Noseeum because he believes that he is being duped by the owner of Cutrate Paint & Body, who collects the money of the new materials from the Cheapo Insurance Company and later put the substandard and used materials to repair the vehicle.

Background of the Entity Investigated

The Cutrate Paint & Body is the entity being investigated. Typically, Cutrate Paint & Body is an organization that focuses on repairing the vehicles, however, the company does not have a good reputation because it is not registered as a Motor Vehicle Repair Shop. In the United States, a motor vehicle repair shop needs to register with the government before it can operate in the country. A motor repair shop that does not register with the government is breaking the law and carrying out the illegal activities.

Statues Violated (Civil and Criminal violation)

In the United States, all states have the statues that deal with the motor vehicle repair and service. Section 2 of \"Motor Vehicle Service and Repair Act (MCL 257.1306)\" (Department of State, 2016 p 1) mandates all businesses performing vehicle bodywork, vehicle maintenance, repair service and diagnosis to register with the government of the Michigan. Thus, a repair shop that does not register with the Michigan government violates the \"Motor Vehicle Service and Repair Act.\" (Department of State, 2016 p 1). In New York, the Department of Motor Vehicle mandates all vehicle repair shops to register with the government, and failure to register makes them violating the \"Motor Vehicle Repair Shop Registration Act.\" (Department of Vehicles 2015 p 1).

Summary of the Investigation