By Trevor Slater
Sometimes service to your clients doesn’t go as planned. How you are
able to effectively recover that service failure depends on how you
identify, handle and respond to complaints about the services you
provide, the products you sell, and how you and your staff interact with
customers and clients.
The PRACTICE method of complaints handling, created by the dispute
resolution experts at FairWay, walks you through the basics of setting
up a good complaints culture, how to identify when someone is making a
complaint, how to effectively respond, and how to use the information to
better your business.