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Complaints Escalation Procedure

In most cases, the manager of the team in question can easily find an amicable outcome to the complaints using their experience and skills but that’s not always the case. This email is to outline the process for handling complaints and escalating them so everyone knows what is expected of them. Please find the process below and the team-specific information underneath. General process overview 1. When a staff member receives a verbal or written complaint from a customer the team manager should handle it and aim to resolve it. This is true for all teams except the SST where the staff member should first attempt resolving the issue themselves. 2. If the team manager is not able to resolve the complaint or the customer wants it escalated further, the team manager should call James Dobran on ext. 6079. In James’s absence please call Paul on ext. 6088. 3. If James is not available, the team manager should send a detailed email to complaints@rapidformations.co.uk, complaints@1stformations.co.uk or complaints@qualityformations.co.uk, with the customer name, company name, description of the issue and what was attempted by the team manager so far to resolve the issue. Regardless of who is dealing with the complaint, please always remember to stay polite, friendly and helpful. Make sure you listen and take notes so you have all the information you need for you to resolve the issue (or to explain to James if needed). I know it’s not always pleasant to deal with unhappy customers but remember that it’s not personal, not against you, it is just part of what we do. We are an e-commerce business so our customer satisfaction and our online reputation are incredibly important for us. Who deals with the complaints at the first instance? • Glasgow Mail Team = Morgan • BSO Reception, Telephony and Admin = Annalise • Dispatch Admin = Danielle • Compliance = Andrew Ross • CoSec = Nicholas • Customer Retention = Ben Marsay-Smith • London Mail Team = Juan • SST = every executive (seek manager’s advice when required)