Customer Complaint(s) Handling
Business research reveals that on average and across all industries, only 50 per cent of dissatisfied customers actually register their complaint with a front-line employee. More worryingly, only one to five per cent of total dissatisfied customers will actually escalate their complaint to management. On average 40 per cent of customers, who have a complaint (including those that don't file a complaint), stop doing business with the offending company.
FENCI can help organisations establish, implement and maintain an effective 'complaints handling policy'. We can design and implement the ideal complaints’ handling process based on resources available. We also can advise companies on how to maintain and improve the complaints-handling process over time.
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