Module 2 : Controlling Complaints

2.1 Introduction One of the most critical aspects of complaints management is putting the customer first and remembering that in the end they are the ones who determine the financial viability of the organisation and as such need to be treated with the upmost respect. While the old cliché “the customer is always right” isn’t necessarily true it is indicative of the importance of customer satisfaction, specifically their emotional satisfaction which can be overlooked in larger more anonymo...