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Dealing with Complaints Curriculum Training 29
HO1 – CUSTOMER EXPECTATIONS AND YOUR DUTY OF CARE
3.5 Managing Complaints Sorting out your customers’ complaints is only part of the process. You must make sure the experience is not wasted. You must learn from them.
Log the complaint
Monitor customer satisfaction Management analysis – common factors or trends?
Management review – how do we stop this happening?
Continual improvement – better systems and training Deal with the immediate complaint |