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Latest News

Customers complain about complaints handling

by Personnel Today 15 Sep 2004
by Personnel Today 15 Sep 2004

Customers are becoming
increasingly dissatisfied at the way their complaints are being handled by
companies, according to a new report.

Businesses have been
urged to take more notice of their own employees to make sure that services
improve and any grievances are dealt with quickly.

A survey of 5,000 consumers and
workers by consultants TMI found that more people were lodging complaints. Half
of those questioned said organisations were getting worse at handling their
concerns.

Nearly all the customers polled
said they expected a response within a week, but this rarely happened.

Only a third of workers
surveyed said they believed they were adequately trained to handle complaints
and less than half believed their employers would act on any suggestions to
improve services.

Paul Cooper of the Institute
of Customer Service, said there was a widening gap
between firms which dealt adequately with complaints and those that did not.

By Mike Berry 

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Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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Personnel Today
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