At some point in our lives, we will all experience circumstances that make us less able to retain information and make decisions. At these times, we rely on the patience and understanding of others in order to deal with the tasks that we need to complete.
Spotting the Signs
Bereavement, redundancy, ill health or a family crisis are just a few situations which can make everyday tasks seem overwhelming. Our body language and facial expression may indicate that we’re confused or distracted. We might ask for information to be repeated several times, or find it difficult to locate items that we need. We could be easily distracted or vague in our responses.
In order to deliver good customer service, your team need to be trained on how to spot the signs and respond accordingly. It is also important that they receive clear guidance on how they can adjust standard policies and processes to meet the needs of vulnerable customers.
It is highly likely that some of your customers have physical or learning disabilities. You might serve customers for whom English isn’t their native language and with an ageing population, there are around 850,000 people with dementia in the UK. These individuals may want your goods and services. By providing a personalised service, your team can help them to get what they want.
Food Shopping and Films
Everyone needs to stock up on groceries, but a bustling supermarket can be difficult for many people to negotiate. It’s a sensory overload, as well as presenting challenges in negotiating your way around the aisles. In July, Morrison’s introduced ‘Quieter Hour’ to all of their stores. From 9-10am on Saturday mornings, the lights are dimmed, the music and tannoy announcements are switched off and till sounds are lowered. The initiative was developed in partnership with the National Autistic Society, but it isn’t just those with autism who prefer the opportunity to experience a calmer shopping experience.
In another example, we know that music and films have the power to unlock memories. Understanding the need to provide a specific service, for individuals who are affected by memory loss, prompted Odeon Cinemas to offer Dementia-friendly screenings of classic movies. This opens up the enjoyment of the big screen for those who weren’t previously being served.
Tips for Providing Personalised Customer Service
There may be ways in which your company could allocate slots of time to meet the specific needs of particular client groups. On a day-to-day basis, these tips could help your company to offer a considered and caring approach to customer service:
It can also be helpful if your company can provide a quiet area where individuals can sit and read through information at their own pace. Would it be possible for an additional member of staff to be called upon when individuals clearly need extra time to receive the service they require? This ensures due care is given, whilst other customers continue to be served.
Customer Service Training
Having undergone Dementia Training, I can shed some light on small changes that can be made in order to provide good customer service to this vulnerable group. In addition, as a mother of a son with learning difficulties, I have experienced both frustrating and exceptional customer care.
My customer service training equips teams with the understanding and skills they need to gain and retain customers. It’s important to make every client feel welcome and supported to reap the rewards.
As part of customer service training, you may have been told that “the customer is always right”, however, this isn’t necessarily true. The moment that a customer becomes angry, rude or abusive, they have crossed the line.
In my customer service training sessions, delegates often share experiences where they have faced difficult customers. The customer’s language or behaviour has become unacceptable, but they haven’t known how to respond. They feel victimised by the aggression, which is very upsetting.
This article outlines how to deal with difficult customers in a professional manner.
Your Rights as an Employee
As a human being, you have the right to feel safe and respected in any situation and this includes at work. There may be many reasons which have led the customer to become so emotionally charged, but at that moment in time, their behaviour or language isn’t acceptable.
It is also important to note that, when they are in this frame of mind, it is unlikely you will be able to bring the issue to a satisfactory resolution.
Your biggest challenge is to remain calm. Remember that this anger is unlikely to be personally directed at you. A number of incidents have usually occurred to make them so unhappy and unfortunately, you are at the receiving end. If you can retain some emotional distance, it will make it easier to remain professional in your response.
Making the Customer Aware
Often angry customers are so caught up in their emotions, they aren’t aware that they are shouting or swearing. Your first step is to state the facts: “Mr Smith, I am happy to help you, but do you realise you are shouting at me?”
When made aware, the majority of people will back down a little and hopefully apologise. With the situation calmed, you will be in a stronger position to gather information and move things forward.
The Next Steps when a Customer Continues to Cross the Line
Your initial statement may not have the desired effect. If the customer continues to cross the line you have to be assertive. In a calm voice say “I am asking you to please stop shouting”. If your request is ignored, follow this with “If you continue to shout, I will have no option but to stop the conversation”.
An angry person isn’t thinking clearly. For this reason, you need to repeat “If you continue to shout, I will have no option but to stop the conversation”. Follow this with “Please come back/ call back when you are ready to talk this through calmly” and leave it there. If you walk away or hang up without clearly stating the process several times, it will aggravate an already volatile situation.
Having Ended the Customer Conversation
After such an interaction, you may feel quite upset or defensive. Take a few deep breaths to help reset your emotions. Before you move on, it is important to take a few notes. Jot down the customer’s name and the key points that were raised. This will help you to be prepared if they return or call again, and it will also save them starting the entire conversation over.
If possible, inform your line manager that you have ended a conversation with an upset customer. Provide details of the customer to your manager, outlining as much information as possible. This provides them with an understanding of the situation should the customer make a complaint about the service they have received.
As an employee, you have a responsibility to deal with any customer interaction in a professional manner. This doesn’t mean that you have to endure unacceptable behaviour. If you are calm and clear in your communication, you have the right to end a conversation with a difficult customer.
My Handling Upset Customers Training explores the challenges of dealing with customers in a range of emotional states. Let me provide your team with the strategies to turn a tough conversation into a positive resolution. For further details, please email email@example.com.
On a recent shopping trip, the sales assistant wrote her name on the receipt and invited me to complete an online customer survey. This proactive approach got me thinking, when was the last time you asked your customers for feedback?
Customer feedback offers a perspective that no member of your team can access. It makes you aware of individuals or services that are exceeding expectations, as well as alerting you to the little niggles, potential issues or changing views. If it’s been a while, now is a good time to ask your customers for their views.
Can I Sense that you’re Holding Back?
Does asking for customer feedback feel a little uncomfortable? If so, think of it from a fresh perspective. You are showing that you value your customer’s opinion. They will be even more delighted if you let them know that their feedback has actioned change.
Some businesses fear the worse; they expect that asking for feedback will lead to a barrage of negative comments. I’d argue that a good response rate suggests that you have engaged with customers. Even if you get plenty of suggestions for improvement, it’s positive that the customers have been willing to invest time in helping your business develop.
What Should You Ask your Customers?
The first consideration should be what is relevant and useful to your business. For this reason, avoid searching for a generic customer feedback form. There’s no set number of questions to ask, just explore the current focus of your business.
If you are investing in the customer experience, you might want to know:
“How are we meeting your expectations?”
“What would make your experience better?”
If growth is part of the business plan, it could be beneficial to ask:
“What additional products (or services) would be on your wish list?”
“Where would you like to see us open another store?”
For a company focusing on staff training and development, the questions might be:
“How would you rate your interactions with staff during your recent visit?”
“Did any member of our team stand out in terms of customer service?”
If you are really honing in on a point, or are asking something a little unusual, it is advisable to explain the purpose of the question. This also applies if you request personal details from the customer.
Following Up on Customer Feedback
You have to be willing to act on feedback. This doesn’t mean that every comment results in change, but you can’t ask customers to give their time and opinion, and not do anything with it. For this reason, you also need to plan what happens to the responses.
For any customer survey, it is important to allocate responsibility for collating, analysing, actioning, and following up on the feedback. It is a time-consuming process, but the information can transform the success of your business. If you haven’t the resources to manage this in-house, the work can be outsourced to a customer service specialist.
Keep In Touch with Customers
If individual customers have provided a point that has directly influenced change, it is fantastic if you can let them know with a personal message. More widely, newsletters, email marketing and social media can be used to communicate any changes that have been implemented, along with a generic thank you.
Customer Feedback for Positive Change
In summary, feedback can help you to understand and improve the customer experience. To be of value, it is important to ask questions that are directly relevant to your organisation. It is also essential that you allocate resources to analysing, actioning, and following up the responses. With the right approach, your customer’s opinions could result in positive change, so be proactive and ask for their feedback.
You may already offer customer service training, but is it fit for purpose?
I was recently invited to discuss customer service training with an engineering company. They had previously invested in customer service training resources, but now felt it was time for an update. Fortunately, my services were recommended.
The What, How and Why of Customer Service
Training is most effective if it is relevant to the industry and more specifically to the company. Rather than generic examples, good training will link to processes and practices that are faced by employees. Your team need real examples of how they can implement the training, along with an understanding of why they should bother.
In short, good training explores the what, how and why. The training resources that I’ve provided for the engineering company cover:
What the Customer Expects
This spans every aspect of the interaction with customers, from an initial enquiry, through the delivery of services, to after service care. For any company, this includes being polite and professional at all times. Effective training will also consider examples that are directly relevant to the business. In the case of the engineering company, it also includes safe, compliant installation.
How to Deliver to Expectations
Being told what the customer expects is one thing, but how do individuals put the concept into practice? The next stage of training is to share ideas on how the theory can be implemented.
In the case of a safe and compliant installation, the customer is unlikely to have the technical knowledge to check the work. The engineers need to demonstrate their professionalism in other ways. These include organised and efficient working practices, the wearing of personal protective equipment and taking time to share associated paperwork with the customer and answer questions.
Why focus on Customer Service?
The third aspect of customer service training is to impart some understanding of why this is an important part of the job. It ties in with the values and goals of the company. It explains that meeting customer expectations is central to business success. It clarifies that every individual has a part to play in the company’s achievements.
An engineer may not understand the need to convince the customer of their competence. They know they are doing a good job, what difference does it make if they didn’t wear branded workwear, or if it was a bit untidy when they left the premises? However, if they understand the impact of their actions, they are more likely to pay attention to the details that build stronger customer relations.
Customer Training Resources
If the time has come for an update, I deliver customer service training on your premises. This can be tailored to the specific needs of your company and employees. Alternatively, I provide resources to support in-house training, for example my Confident Telephone Handling manual.
For further information, or to book a FREE initial consultation, please contact Helen Pettifer Training: firstname.lastname@example.org or 07704 221241
Every member of your team plays a part in delivering customer service excellence. Some employees may not have a customer-facing role, yet they still contribute to the perception of the business.
The Customer Service Team
Let’s consider a supermarket shop. A positive customer experience begins with the availability of a trolley or basket. This is further enhanced if the store is clean and the shelves are well stocked. It’s a bonus if there is someone on the shop floor to answer a question. If your final encounter is with a friendly, helpful person on the till, you leave with your purchases and a good impression.
Your customer service expectations have been met, but you didn’t visit the ‘Customer Service Desk’. The individuals that contributed to your positive experience aren’t members of the customer service team and it may not be considered necessary for them to undertake customer service training.
I argue that it is important for everyone to understand how their role impacts on the provision of outstanding service. Does everyone in your team know how they help to meet or exceed customer expectations?
Wearing the Company Uniform
If your staff wear a uniform, they are part of the branding. Their attitude and behaviour reflects on the company and this isn't limited to the time when they are at work. Your business is being judged on employee behaviour whenever they wear the uniform. Are they aware of this?
I recently saw two construction workers in the supermarket, both in uniform. One was younger and it seemed that he was ‘away on the job’ for the first time. The other was giving him advice on what food would be good value and easy to cook. The helpful attitude of the mentor generated a favourable impression of the company, even though it was off-site and out of work hours.
Your team members may hold open a door or give up their seat on the bus because of their own personal attitude. In addition to being grateful, the recipient will associate the positive experience with your brand.
Answering Business Calls
Back to the workplace and callers expect the telephone to be answered within three rings. Leave it any longer and you risk the caller hanging up and not calling back. As you never know when your next big customer is going to get in touch, this isn’t a risk worth taking.
The challenge is that your ‘Customer Service’ team may already be on the line, or away from their desk. As a business owner, you need to be confident that any member of your team could pick up the phone and hold a polite and professional conversation. Even if they are unable to provide the requested information, good call handling can ensure customer satisfaction. Have your team received sufficient training to give you confidence in their abilities?
Customer Service Training for All
With these examples, I hope to illustrate that each and every employee represents your company. They can all help build its reputation or damage it. For this reason, I strongly believe that everyone should receive customer service training. With greater awareness of how their role impacts on the customer experience, they can take pride in their contribution. They can also ensure that your company always makes the right impression.
If it’s time to refresh your customer service training, Aylesbury based Helen Pettifer Training is here to assist. From introductory sessions to training in specific areas of customer service, such as Effective Complaint Management, we can meet your business requirements.
For further information, please contact Helen on 07704 221241 or email@example.com
An efficient workplace is dependent on every member of the team being able to confidently communicate with each other. Communication is also at the heart of customer service, marketing and the building the reputation of the business. It’s clearly a vital business skill, but many individuals never have any communication skills training.
As we learn to talk at an early age and regularly engage in conversation, it’s easy to think that this is an unnecessary lesson. The reality is that many people are unaware of how their words and actions impact on another. They have yet to learn the value of effective communication.
The Value of Effective Communication
Confident communication leaves everyone feeling positive about the exchange. Even if the message wasn’t good news, it has been well delivered and received. Customers leave with a good impression of your company and colleagues view you as approachable and helpful. What’s more, you feel positive about how it went.
I’ve recently worked with a Buckinghamshire based company to update their communication training resources. With the key points fresh in my mind, I thought I would share a snapshot of what’s covered, in the hope that you can apply them to your business communications.
It’s All About Them
The starting point of good business communication is establishing what the other person wants to hear. In short, the message needs to be more about them than you. This applies to a 1:1 meeting, a presentation, your company website or telephone conversations.
To understand what the recipient wants to hear, you need to ask questions, listen to the answers and clarify your understanding by asking other questions. If you really take an interest in what the other person says, you can begin to consider things from their perspective.
When you gain insight into their perspective, you can begin to tailor the communication. There may be no change to the message, but you can alter the delivery. The recipient will then know that they have been heard and their points have been addressed.
Prepare to Communicate Confidently
Confident communication is also dependent on good preparation. Make it your priority to be knowledgeable about your products and services. Find out all you can about where information is stored and who in your team has specialist expertise, so you know where to turn to get answers. Also make it your business to research developments in your industry.
If you are asked a question that you don’t have the answer to, don’t make something up. Apologise, explain that you will have to ask and will get back to them with an answer. Then make it your mission to gather the information and present it. You’ll learn in the process.
Passive, Aggressive or Assertive Communication
There are four main forms of communication; Passive, Aggressive, Passive Aggressive and Assertive.
A Passive communicator lacks confidence. They rarely initiate a conversation or make eye contact. They will do anything to avoid conflict and say anything to please others.
An Aggressive communicator is demanding and intimidating. They see others as inferior and lack respect. They often use threatening behaviour or language to control the conversation and outcome.
A Passive Aggressive communicator complains and blames. They are negative and hostile, but typically in a non-direct way. They resent having to have this conversation and make that very clear in their body language, tone and expression.
An Assertive Communicator has self-respect, but is equally considerate of others. They listen, are interested and are able to articulate their points. The communication comes across as relaxed and natural.
Assertive communication is the only acceptable option. This applies when you are talking to your colleagues, customers, suppliers or prospects. It doesn’t matter if you are the CEO or the new apprentice, if they are your biggest client or they are making a complaint, assertive communication is the only way to achieve a beneficial outcome for all.
Confident communication is a valuable tool that benefits everyone. We’ve explored three main points that contribute to confident communication:
The way you present yourself at work speaks volumes about your enthusiasm for the job. When it comes to customer service, your personal presentation will make all the difference to how you and your company are perceived.
Personal presentation includes your attitude and body language, as well as what you wear. If you get them all up to scratch, you’ll be set to make a positive impression.
First Impressions Count
We all know how to make a good impression and this was evident when I recently took part in mock interviews at The Amersham School. Students were given a choice of roles to apply for, or they could select a job they were interested in. I interviewed for positions including a Marketing Assistant, a Learning Support Assistant and Donald Duck at Disneyland Paris!
On the day of my visit, the school held a non-uniform day. In theory all of the applicants could have arrived in their favourite outfit, but they were all dressed in their smart school uniform. I immediately noticed that one student had even polished his shoes. (These small details don’t go unnoticed!) It was clear that they wanted to make a positive first impression.
Personal presentation extends to your body language too. I could easily identify which students were genuinely interested in the role and who felt confident in the interview setting. We’re all tuned in to observing posture and mannerisms; they tell us how engaged and attentive a person is. An employer or customer will look for the non-verbal signs that communicate that you are switched on.
I was pleased that all students greeted me with a smile, eye contact and handshake. These simple gestures cost nothing and should be used so often that they become an automatic habit. The students understood their importance, but there are still too many customer service interactions where a smile and eye contact is missing. It makes me so mad, that I’m writing a book on the subject!
One girl was chewing gum during the interview. She was clearly a bright student, she was well dressed and interviewed well, but the gum wasn’t appropriate to the situation. It would be enough to put me (and others) off hiring her, so we talked about this at the end.
Interviews can be incredibly stressful, but at their heart, they are a conversation. Although you can’t predict what will be asked, if you have researched the company and have a genuine interest in contributing to their goals, you’ll be on the right tracks.
Whilst all of the The Amersham School students spoke confidently, the ones that stood out clearly had a passion for the role they applied for. They were already putting things in place to gain relevant experience for their dream job.
The student that made a huge impression with me was the boy who was applying for the position of Donald Duck at Disneyland Paris. To help make this a reality, he was studying drama and performing arts, both in school and in his spare time. His passion was infectious.
Disney is renowned for providing the highest levels of Customer Service and we discussed his understanding of how this could be put into practice. I truly believe he has what it takes to deliver outstanding Customer Service and give children an amazing and memorable Disney experience.
Although my role at such events is to help the students, I get so much out of the experience too. It provides an opportunity to see the skills and ambitions of the next generation and shows ways I can help them improve vital work skills.
It also highlights that if you have ambition then anything is possible; if you want to be Donald Duck, and work hard to fulfil that goal, you might just achieve your dreams!
Introduction to Customer Service
If your colleagues would benefit from building their confidence and skills in customer facing situations, my ‘Introduction to Customer Service Training’ is ideal. The course will help them to develop their skills, both as individuals and as a team, so they are equipped with the means to deliver outstanding customer service.
In March I was a speaker at the Three Counties Expo in Luton. The focus of my presentation was ‘Why you need Unhappy Customers’. As the presentation was well received, I thought I’d share the main discussion points in this blog.
We often see the term ‘continuous improvement’ crop up in business plans and vision statements. It means the company is striving to be better, it wants to excel. This is very positive and motivational talk, but how is it put into practice?
In order to understand what to improve, you need an objective perspective. Any boardroom strategy should be based on feedback from the most important people: your customers.
The opinion of your customers is one of the most valuable assets for business development, yet too few businesses actively seek out honest feedback. The aim of my Three Counties Expo talk was to encourage more companies to:
Ask for Feedback
Any company that wants to get to the top of their field has to find ways of exceeding expectations. You can’t accurately second guess what your customers want, but you can ask.
If approaching your customers for feedback seems daunting, consider the fact that you can’t lose.
Responding to Honest Feedback
It is professional to respond politely to all comments – positive or not. Thank the customer for their feedback and tell them how you will use the information they have shared.
At times you may not have requested the feedback. The customer may post their views on a review site or social media. Again, it is courteous to personally thank the reviewer. If they were dissatisfied with your goods or services, refer to your company policy for the appropriate way to respond. Remember your comments will be shared publicly and this is an excellent opportunity to show that you care about your customer’s experience.
Don’t be tempted to try to ignore or delete negative feedback. Although high scoring reviews give us confidence that our expectations will be met, companies that also show (rather than block) negative feedback are also viewed favourably. The reader feels the company is honest and transparent. Rather than avoidance techniques, you need to act on negative reviews.
Act on Feedback
There is no point in asking for opinions if you aren’t going to use that insight to inform decision making and change.
If feedback is positive, invest more time and energy on the specific areas which have been praised. Then look at ways to bring other areas of your service up to these exceptional levels.
On the other hand, if you have unhappy customers, you can find out exactly where you are going wrong. This helps to direct time, energy and investment into areas where a tangible difference can be made. It ensures that you can make changes for the better.
Customer Service Training
If you discover more unhappy customers than you expected, my customer service consultancy can help to turn things around. I’ll make recommendations, starting with small adjustments, which can make a big difference. Change for the better isn’t always meteoric; little details can really count.
Even with the best intentions, every business will fail to meet customer expectations at some point. The manner in which the customer complaint is handled is critical on these occasions. Get it right and reputations can be redeemed, get it wrong and the problem can rapidly escalate.
In my Complaints Handling Training I emphasise the importance of these five steps:
Any member of an organisation can receive a complaint, so it is important that everyone receives complaint handling training. A clear understanding of what to do, and how to do it, will ensure that all employees are sufficiently equipped to turn the situation around.
Beyond upholding the reputation of your company, clear policies benefit employees. Job satisfaction can be gained from resolving a difficult situation with confidence; it is certainly preferable to being at the receiving end of frustrated customers who become ever more irate.
Complaint Handling Awards 2018
On Thursday 22 February, I was one of a panel of judges at the Complaint Handling Awards 2018. The shortlisted entrants were given the opportunity to showcase the strategies they were employing to reduce complaints and improve customer relations. Our panel was judging ‘Proactive Complaint Handling in the Utility Industry’.
The utilities industry is governed by OfWat, an organisation designed to build customer confidence in water and waste water services. If a customer complains the utility company is fined by OfWat. If the complaint isn’t resolved within 10 days, the fine increases. It is therefore in the interest of all utility companies to invest in effective customer services.
As a judge, I was keen to see initiatives which stretched beyond the regulatory requirements. I wanted to understand the measures that each company had put into place to enhance the five steps listed above.
The judges unanimously agreed that United Utilities would receive the Proactive Complaints Handling Award. Their initiatives seemed firmly imbedded in the culture of the company, with all employees taking on responsibility for customer service.
What we can learn from the Award Winners?
No matter which industry you operate, we can all learn from some of the complaint handling strategies that United Utilities have implemented.
Embed Customer Service in the Company Culture
When it came to addressing the issue of customer complaints, all United Utilities’ employees were involved in initial thoughts, development and implementation. Weekly briefings continue the process, with feedback and fresh ideas being shared across the team.
Do all of your team receive customer service training?
United Utilities had established ways to have an active presence within the communities they served. They regularly set up stands in local town centres and have a manned company bus on hand when burst pipes, or other issues, affect their service. Being approachable and providing information in person helps to eliminate concerns and complaints.
How do you make your company approachable?
Give Employees Autonomy
Isn’t it frustrating when you make a complaint and the individual needs to get a supervisor to resolve the problem? It’s better to have a clear policy on the actions that can be taken; replacements, refunds and goodwill gestures, then trust your team to use them as appropriate.
United Utilities gave responsibility to their staff to make decisions within set guidelines, do you?
Complaint Handling Training
All of the companies that we judged had been driven to take action because their performance had at one point been sub-standard. Customers were dissatisfied, they had a low rank in industry league tables, employee motivation was rock bottom and the reputation of the company was poor. That’s not to mention the cost implications of OfWat fines. They took action, initiated change and have reaped the rewards.
If your company is receiving more complaints that you are happy with, if the standards of service aren’t consistent and your reputation has taken a battering, get in touch: firstname.lastname@example.org
My in-house Complaint Handling Training will provide practical steps to help turn things around. You can regain good customer relations and could even find your team shortlisted for a Customer Service Award!
If your business works hard to deliver quality goods and services, the thought of receiving a complaint can have negative connotations. I want to convince you otherwise.
A direct complaint should be viewed as constructive feedback. All business owners are encouraged to undertake regular market research and here is a customer offering you their point of view.
A complaint offers your business the opportunity to build its reputation. If you handle the complaint professionally, the customer feels very positive about the experience and your brand. In a 3 year Consumer Action Monitoring (CAM) survey, 50% of respondents stated that they had a greater respect for a company that handled their complaint effectively.
For this reason, I’m keen to support businesses to effectively manage their complaints procedure. My training highlights why direct complaints should be welcomed. This includes the opportunity to investigate the problem:
If you still feel that it is better not to receive complaints, the good news is that only 1 in 26 dissatisfied customers make a direct complaint. The bad news is that the other 25 will simply not do business with you again. No second chance.
What’s more, they will share the experience with an average of 15 people. This makes it clear that a small problem, which might have easily been resolved, can escalate to a lot of people viewing your business negatively, without you even being aware.
Being Equipped to Effectively Handle Customer Complaints
If you prefer a problem solving approach, where your business has the chance to prove its worth, a customer complaints policy is important. Your policy should detail how your business will:
A Customer Complaints Policy is not Enough
A clear policy is one thing, but it is only effective if it is put into action. This means that every member of your team needs to fully understand it, be trained and feel supported when delivering it. A complaint can be directed at anyone and the culture of your company should ensure that a competent and consistent response in delivered by all.
In addition, your company should be approachable. Customers should feel confident of being listened to and the situation dealt with professionally. This point is clearly made in the NHS Complaints Procedure:
"What is important is that no matter how efficiently or effectively designed a complaints process, policy or guideline is, it will make no difference if the environment and culture discourages people from making a complaint or raising a concern in the first place"
Why do we need a Complaints Handling Policy?
If your business hasn’t formalised an accepted means of responding to complaints, the result can be: