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...to tackle complaints. Having procedure in place helps to remove personal 'guilt' feelings when receiving a complaint and leads to a recognition of complaints as valuable feedback, not criticisms. The procedure can produce records for analysing possible service improvements.
Courtesy, speed of response and a personal touch are essential. A complaining customer who gets all three will usually emerge a more satisfied customer than before they had any complaints. And they will tell others in turn.
National Occupational Standards for Management and Leadership
This checklist has relevance for the following standard:
F: Achieving results, units 5, 6, 7, 8, 11
Definition
A complaint is an expression of lack of satisfaction with any product or service, whether orally or in writing, from an internal or external customer.
Action checklist
1. Establish...
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