Implementing and operating an effective complaints process takes commitment, confidence, and leadership. Management needs to foster a culture where complaints are facilitated, and staff are empowered to resolve them. Analysing complaints and feedback enables improvements in products and services, and in the complaints process itself.
Who are your business’s “Interested Parties”? What do they require of you? How do you balance their interests while growing your business?
Having your business’s management systems audited against an internationally recognised standard increases customer confidence and helps you to grow your business.