Effective Complaints Handling

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.

RIP = Relevant Interested Party

Who are your business’s “Interested Parties”? What do they require of you? How do you balance their interests while growing your business?