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Complaints handling and customer satisfaction frameworks

Customer satisfaction drives successful private sector businesses. High-performing businesses have developed principles and strategies for achieving customer satisfaction.

So often in business we talk about the customer as if they were not a stakeholder at all or we believe we understand their needs without actually ever taking the time to ask. Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints) works at  resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.

Achieving high levels of customer satisfaction requires that organizations continually monitor and examine the experiences, opinions, and suggestions of their stakeholders, including some customers and people who are potential customers. Improving service quality to meet customers’ standards is an ongoing part of doing business. In this way, customers drive the market and the organisation.

Key Benefits

  • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
  • recognizing and addressing the needs and expectations of complainants;
  • providing complainants with an open, effective and easy-to-use complaints process;
  • analysing and evaluating complaints in order to improve the product and customer service quality.

Capabilities

TNY Director, Craig Ottaway has been assessing, implementing and addressing customer needs analysis in various environment for several years. He has had the opportunity to deal with passive and hostile stakeholders/customers and provides clients with lessons from past experiences which he brings to the review table.

Capability 1
Gaining Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training.
 
Capability 2
Providing complainants with an open, effective and easy-to-use complaints process
  • Capability 3
    Description of capability 3 auditing of the complaints-handling process and reviewing the effectiveness and efficiency of the complaints-handling process.

    Reference Accounts

    Reference 1
    ISO10012 Customer Satisfaction
    Reference 2
    AS8003 Corporate Social responsibility
    Reference 3
    ISO31000 Risk Management


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    Last modified: 11/23/09