Features of an Effective Complaints Procedure Flashcards
Clear information on how and to who…
customers make a complain to, and it ensures it gets to the right department.
The time limit for dealing with…
complaints and finding a resolution eg all complaints will be dealt within 10 working days.
The outcome of the complaint is communicated to…
the customer promptly - ensures the unhappy customer is made happy as soon as possible.
All complaints are monitored by management - …
helps ensure all complaints are dealt with effectively and to identify the changes that are needed so these complaints do not happen again.
Customers receive information about how their specific complaint is to be dealt with…
feedback on what the next steps are for the organisation.
There is a policy on how compensation is…
awarded to customers with complaints - this ensures fairness.
