Internal complaints-handling initiatives are processes and measures
companies use internally to address customer problems, complaints
and conflicts. Examples include complaints assistance through toll-free
telephone numbers and in-house customer service representatives,
internal ombudsmen and adherence to complaints-handling standards.
Examples of Internal Complaints-handling Initiatives
Many of Canada’s banks have internal customer problem resolution
processes. A pamphlet, typically provided at bank branches or via the
Internet, sets out the basic elements of the process.
Usually, the first step is contacting the branch customer service representative,
and, if this proves unsatisfactory, the branch manager. Banks
frequently offer a toll-free line, fax or mail option so customers can
communicate with a specialized customer service representative about
their unresolved complaints. For customers who are still not satisfied,
most banks have an internal banking ombudsman. There is also an ombudsman for the entire banking industry.
Complaints-handling Standards for Business
Standards Australia, the British Standards Institution and the Argentinian Standards Organization have all developed complaints-handling standards. Standards Australia has also developed a guide to preventing, handling and resolving disputes. The International Organization for Standardization (ISO) is now developing an international standard on complaints handling, with participation from Industry Canada’s Office of Customer Affairs. All of these standards initiatives set out benchmarks for the development and implementation of effective complaints-handling initiatives, emphasizing the need for fair, transparent, efficient processes operated by well-trained employees, the importance of adequate financing, and a system for tracking and monitoring complaints.
Summary
Introduction
Market-based Customer Complaints Handling Initiatives
Preventive Customer Complaint Handling Initiatives
Internal Complaints Handling Initiatives
External Private Dispute Resolution Initiatives
Comprehensive Complaints Handling Systems
Characteristics of Effective Online Trustmark Programs
Online Redress
The Need for Effective Customer Complaint Handling Initiatives
Customer Complaint Handling Initiatives and the Law
Developing and Implementing Complaint Handling Initiatives
Elements of Successful Customer Complaint Handling Initiatives
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