Managers have a key role to play in setting the climate and culture around complaint handling in their organizations.
In this chapter I outline the need for a clear organizational strategy in relation to complaints. I also look at some of the ‘harder’ elements that are needed for effective complaint management, such as a clearly communicated policy, customer-focused processes and procedures and an effective system for recording and tracking complaints.
I also look at the ‘softer’ elements of the strategy including recruitment and retention of complaint handlers and the issue of empowerment and measurement.
If you are intending to set up or ...