Module 5 : Complaints Process and Analytics

5.1 Introduction The key to successful complaints management is having a clearly defined process which works. Effective business processes require data driven decision making to ensure they reflect reality and not just wishful thinking. Tracking actual complaints, plus key metrics and performance indicators, is a critical component of the process and allows business to learn and adapt. The change in business culture that is often needed to foster a more proactive and positive attitude to...