A STUDY ON EMPLOYEE GRIEVANCE HANDLING PROCEDURE IN SINGARENI COLORIES LTD(SCCL)

Abstract

Grievance handling is an essential function in service organizations as it helps address customer complaints, improve service quality, and enhance customer satisfaction. This study focuses on the grievance handling procedures followed in SGN Services and examines the methods used to receive, record, investigate, and resolve customer grievances effectively. The research aims to evaluate the efficiency of the existing grievance redressal system, identify the factors influencing customer satisfaction, and determine the challenges faced during the complaint resolution process. Data for the study can be collected through questionnaires, interviews, and organizational records to analyze customer perceptions and employee responses toward grievance management. The findings are expected to highlight the importance of a structured grievance handling mechanism in maintaining customer trust, improving organizational performance, and ensuring continuous service improvement. The study concludes that an effective grievance handling procedure not only resolves customer issues promptly but also strengthens the relationship between the organization and its customers by promoting transparency, accountability, and service excellence.