Best+Practice+Guidelines+for+Handling+Customer+Complaints

This is what the best in the business do:
 * see training as a critical investment - not expense
 * train and empower front-line employees to resolve most complaints during the first contact
 * make it easy for customers to complain through extensive use of centralised customer help-lines, 0800 numbers, complaint/comment cards, easy-to-use customer appeal processes
 * enter complain data in fully automated and integration information systems - use this for analysis to improve services, staff training, competitor analysis, strategic planning
 * consider complaints and customer feedback as opportunities to improve and increase customer satisfaction
 * listen to the customer voice
 * focus on improving quality
 * have dynamic planning processes
 * communication policy throughout the organisation
 * communication strategic plan throughout the organisation
 * recruit and hir the best for customer service
 * recognise and reward success