Tag Archives: Complaint

8 Steps to ensure your investigation does not appear to be a cover-up

This post has been removed as it has been superseded by the post How to write transparent investigation reports. I would like to thank Donna Boehme of the Compliance Strategists for comments on 8 Steps to ensure your investigation does … Continue reading

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If it is not written down, it did not happen: a problematic approach to customer service

The phrase is often used to describe the need for good records management and good documentation practices in investigations. One website suggests it as an approach to capture knowledge [link], while another suggests it can be used to help investigations [link]. The … Continue reading

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To get better complaints: help the customer to complain

I read this HBR blog and thought about how it could be applied to complaints.  When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading

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Need to improve your customer service? Have your Chief Executive sign the complaint responses

Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading

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Words that kill customer service

When dealing with customers, the language you use can mean the difference between a satisfied customer and a lost customer.  In particular, when trying to recover a customer, such as following a complaint, it is important to avoid these words.  … Continue reading

Posted in customer service, learning organisation, management | Tagged , , , , | 2 Comments