Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
Recognizing and addressing the needs and expectations of complainants;
Providing complainants with an open, effective, and easy-to-use complaints process;
Analysing and evaluating complaints in order to improve the product and customer service quality;
Auditing of the complaints-handling process;
Reviewing the effectiveness and efficiency of the complaints-handling process.
Achieve operational efficiency to identify trends and causes of complaints
Resolve more complaints by adopting a more customer-focused approach
Provides preventing economical and other losses due to quality problems
Engage staff with new customer service training opportunities
Monitor and continually improve your complaints handling process.
