Who & What
When do we log a complaint?
Whenever a customer shows signs of dissatisfaction
How quickly do we aim to resolve a complaint
During the phone call or within 24hours
Where do we log a complaint?
Events and complaints
Can we assign a complaint to someone else
Not without checking with them first
Who is responsible for the complaint once logged
The person who logged it
Give me five pieces of information to note when logging a complaint
contact details, what happened, preferred method of contact, type of complaint, How we aim to resolve it,
If we can't resolve the complaint within 24 hours what must we tell the customer about?
CHP
How often do we update a complaint
Whenever something requires documenting or at least weekly
Why do we record complaints?
So the business are aware of any issues and we can resolve them
What happens if you go on holiday - what should you do?
let your customer know, make plans for someone to keep an eye on things if needs be, document everything in Kraken
Who deals with a complaint when we have exhausted all avenues of resolution?
The Ombudsman
What is the CHP?
Complaints handling procedure - let's the customer know how we aim to handle the complaint
What are three steps you can take to owning a complaint?
Say sorry
Take responsibility
Make a plan
What is fair outcome?
Finiding a resolution fitting for your customer and their complaint
Who can you go to for support with gestures of goodwill?
each other and team leaders
Who is the Ombudsman
If a customer was to complain about something outside of our ability to make changes - for example our hold music ....what do we do?
Follow the OTOR process
What should you always do with an OTOR complaint?
Try and resolve it!
Can you log a complaint if you are not a customer
Yes!
What do if your customer isn't happy with your resolution?
Negotiate talk to your colleagues, TL and any complaint specialist within your family
What department do we pass complaints onto?
None! We handle them ourselves!
What is a deadlock letter?
Something we give to the customer to allow them to approach the Ombudsman
What is the no contact process?
Explore all options to contact the customer starting with their preferred contact - three attempts over ten days finishing with a no contact letter
What boxes do we not complete on the complaints form?
The official entity information
When do we close an OTOR complaint?
If we don't hear from the Ombudsman within three weeks we close it