How do I handle a customer complaint about quality?

How do I handle a customer complaint about product quality at Zen Supermarkten?

At Zen Supermarkten, we strive to deliver the highest quality for all our products. Occasionally, a customer may express concerns about a product’s freshness, appearance, or usability. Here’s how to professionally manage and resolve quality complaints at store level, ensuring both customer satisfaction and proper internal reporting.

Listen, Apologize, and Assess

• Thank the customer for their feedback and listen attentively to their concern.

• Apologize for the inconvenience and ensure empathy is shown.

• Assess the complaint by checking the product’s batch, expiration date, and packaging.

Offer a Resolution to the Customer

• Offer a replacement, refund, or store credit, in line with Zen Supermarkten policies.

• If the issue concerns safety (e.g. allergies, contamination), escalate to a supervisor immediately.

Document and Report the Complaint

• Log the complaint in the Zen Supermarkten incident tracking system, including product details and batch/expiry if relevant.

• Retain the product sample if required for supplier follow-up and quality control.

Ensure Continuous Improvement

• Share trends and regular issues in team meetings to prevent repeat complaints.

Conclusion

Handling customer quality complaints at Zen Supermarkten means acting quickly, empathically, and following clear policy. Always report and track quality issues for compliance and improvement. When in doubt or when safety is involved, escalate and consult your supervisor, so customers remain confident in the Zen Supermarkten experience.