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Complaint Management Excellence by Sarah Cook

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07

Recording and thoroughly investigating complaints

Although this chapter is a short one, it is important. In it I outline the essential need to record all complaint data. I also outline why it is important to thoroughly investigate a complaint and how to ensure that you address all the customer’s issues before arriving at a decision.

Recording complaints

It is a sad fact of human nature that employees often simply ignore or minimize complaints. One study of an unnamed supermarket chain found that members of staff and their team leaders tended to ‘fob off’ customers who complained, saying things like: ‘You’re absolutely right, I’ll report it straight away’ and then doing nothing about it. In addition they admitted being selective in the complaints ...

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