There is no doubt consumers are becoming more aware of their ability to complain. In particular, social media provides an easy and often anonymous platform to do so. This means the importance of having a good complaint handling process and easy to find resources is a vital part of a good business.
There are numerous reasons why a business needs good complaint handling resources. A poorly handled complaint can lead to brand damage, high costs and is energy draining. Further, not having a good system that captures and records complaints will mean a business is missing a golden opportunity to improve its services based on customer feedback.
The challenge to address the risk of complaints is how does a business operator, who is likely to be an expert in his/her chosen field, learn to become a proficient complaint handler? There are courses and training available which takes time which most business owners don’t have.
A good business risk plan has multiple ways to reduce or mitigate risk. Complaints are part of doing business and are unavoidable. However, the risk of complaints can be transferred, in full or part.
In conjunction with Simply Resolution Trevor Slater, who holds a Master’s Degree in Conflict Resolution and has 25 years’ experience in business complaint handling, has designed a comprehensive set of complaint handling resources that can be easily accessed via a dedicated website.
Early resolution to a complaint is essential to the successful handling of a complaint. Allowing a complaint to grow and not be addressed greatly reduces the possibility of a good outcome. The aim of the Complaint Handing Resources website is to provide various options to assist users to increase the likelihood of an early resolution. It also provides information on complaint processes and the value it can add to a business.
Direct access: Get telephone or email support from a complaints expert when you receive a complaint or need help responding to negative reviews.
Video tutorials: Watch quick, easy-to-follow videos on how to effectively respond to complaints.
Essential information: Learn why effective complaint handling is critical to your business and its long-term success.
Ready-made templates: Access pre-written templates and text to help you craft thoughtful responses to complaints.
Client communication guidance: Use pre-prepared text to clearly explain your complaint process to clients.
Business insights: Receive actionable advice on how to improve your current complaint-handling procedures.
Stay informed: Receive newsletters on the latest trends and updates in complaint management.
Cost
We have spoken to several tradespeople and other relevant parties and the consensus is that $120 +GST per annum is very reasonable, for an individual subscription.
If a member association wished to purchase a subscription for all its members, then this amount would be discounted, by negotiation.
Contact Trevor Slater at [email protected] for more information.
