Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
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