Optimising Complaints Handling: Improved Service Delivery and Customer Confidence
Complaints handling in organisations is now regarded as a key quality metric, with regulators in many sectors formally evaluating it against benchmark standards. Organisations should be moving towards an open culture that welcome complaints as a way of improving service delivery and therefore increasing customer confidence in their organisation.
By competently implementing the right complaints handling procedure, your organisation will:
- Ensure that every step in the complaints handling procedure works towards a positive outcome for all
- Use the learning from complaints to improve processes
- Guarantee your complaints handling service is accessible and transparent
- Increase the chance of an early resolution and lessen the risk of complaints being escalatedÂ
- Boost public confidence in your complaints handling procedure
Bond Solon have designed three complaints handling and investigation training courses.