Customer Complaints Guidance Notes
Designed to accompany and assist in the application of the other document templates in this subfolder, these Customer Complaints Guidance Notes explain the key principles of complaints handling and offer practical suggestions for implementing and improving complaints handling policies and procedures.
Most businesses will receive complaints from customers from time to time and few of us like to hear complaints. Their importance, however, should not be underestimated. This guide explains the inherent value of complaints, both to customers and to businesses; demonstrating the importance of responding to them not only in dealings with customers, but also within an organisation – putting things right to avoid similar complaints being made again in the future.
The Customer Complaints Guidance Notes are arranged over the following sections:
1. Why Customers Complain
2. Why Don’t Customers Complain?
3. Complaints Are Good – Embrace Them!
4. Key Rules for Complaints Handling
5. Top Level Commitment and Responsibility
6. Picking Your Complaints Handling Team
7. Actively Inviting Feedback
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