Latest Articles on VoIP And Phone Systems From Birchills Telecom - The Blog

Natwest Shows The Perfect Response To A Complaint - 22/02/11

Tweet  

  

  

 delicious  

  

Natwest have clearly spent a long time crafting the way that they respond to complaints.  As a result they have produced a near perfect response. 

Complaints are not a nuisance but a valuable indication of what is going wrong with your organisation and you should treat them as a learning opportunity – not as a pain to be dealt with.  Yes, some people do complain without a grievance but most have a valid reason and it has taken them time and effort to complain rather than simply walk away.

You should not say anything unless you mean it and you should be honest.  Try and look at the complaint through the eyes of an honest third party.  If you feel you’ve messed up – then admit it but don’t lay the way for a massive law suit against you.

You cannot respond in the detail required immediately – so you should acknowledge the complaint as soon as possible and indicate what time scales you will be able to respond fully in.

The Natwest response is attached.

The letter goes through a series of steps

1. Acknowledge complaint.  Thank the complainant for his time in bringing it to you attention.

2. Set out the facts of the complaint – show you understand the points made.

3. Report on the investigation into the complaint.

4. Report your findings on the complaint.

5. Take action or indicate what actions you will take in remedy if any.

6. Explain how the complainant may take things further.

7. Conclude with an apology or thanks.

So if you need to respond to a complaint learn from the masters – the banks. They have had plenty of practice after all.

To see the Natwest procedure download this PDF

Written by David Hill, Chairman, Birchills Telecom

Birchills Telecom is the friendly professional business phone systems company based in Walsall Our team has developed our hosted VoIP phone systems platform and the technology behind it.  Birchills Telecom is the only company to concentrate purely on our Internet based phone systems solution – the switchboard in the sky.

The business phone benefits of VoIP lie behind the astronomical growth of the industry.  In summary these are:

•Free calls within the network.

•Low subscription costs.

•Amazing feature set.

•Unified communications at a dramatically reduced price point.

Why not learn more about our commercial phone systems by following the link?