The way in which employees respond to a customer who feels angry or annoyed is a defining moment for a brand. It says something about what an organisation values and what it stands for. Some companies have chosen to make complaint handling a point of pride, others have left it to chance.
Give customer complaints priority and employees the authority to resolve them.. They should be solicited, easy to make, quickly responded to with both the problem and the cause ‘fixed’. Download our infographic containing the five things required to ensure complaints are managed effectively.
Top tips include:
- Have a strategic plan
- Train your staff and management in complaints handling
- Give customer complaints priority and employees the authority to resolve them