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The way a complaint is dealt with can either enhance the reputation of an organisation, or damage it in the mind of the complainant forever. Rather than ignoring their existence, a real opportunity exists for organisations to take a complaint and turn it into a positive experience for the customer.
It is important for every member of an organisation’s staff to know and follow the correct complaints handling procedure, to ensure that the complainant gets the best possible customer service.
This document provides an outline of:
Included is a template Complaints Entry Form, as well as a Process Flow Diagram which outlines the procedure in diagrammatic form for quick reference.