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Do you have a problem, no one else can solve it, if you can find them, maybe you should contact, the complaints department.
This is a vile calumny – my staff are really hard working; receiving and dealing with customer complaints. I’m sure that you simply managed to snap a piccy of one of them when she was having her 15 minute lunch break (in a 12 hour non-stop working day).
On the rare occasions when the complaints staff do fall asleep on the job (as it were) they are woken up as soon as this is spotted by the Manager (that’s me).
If any customer feels that their complaint is taking too long to resolve (typically more than 6 months) this MIGHT indicate that the Staff have fallen asleep. If this is the case, please make another complaint, and it will be dealt with when the Staff awake – not that they were asleep in the first place you understand.
Our stated aim is to meet and exceed our user’s expectations – whenever we can. If we don’t ……… sorry about that, better luck next time.
What are your targets for dealing with complaints PB?
We get 7 days where I work.
Does it depend on the work load, are they variable?
i expect they go straight into the “filing cabinet” aka the bin :lol:
@sharongooner wrote:
What are your targets for dealing with complaints PB?
We get 7 days where I work.
Does it depend on the work load, are they variable?
We try hard not to set targets for complaint resolution – that way the Staff are prevented from feeling that they have under-achieved.
When we do set targets, we ensure that they are always achievable …. thereby allowing us to claim that all complaints are resolved within the target time.
When a complainant queries the progress on their complaint, we record that as a new compaint, add it to the original one and re-start the time clock all over again. In some cases this means that serial complainers never get a resolution – which we feel is only fair.
Following the above – we can rightly boast of a complaints procedure that it second to none…… because we care !!!
Excellent.
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