Complaint resolution team

Answered by:

Question:

Should we have one or more employees that are designated to handle all customer complaints? Should all complaints be referred to them no matter who initially receives the complaint?

Answer:

If your infrastructure allows, that is fine. Designated employees don't have to do all the investigations, just manage them. Persons with the correct skillsets should complete the research of the facts. You should have more than one person designated though, or you'll have no back-up in the event of illness, vacation or promotion.
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Learn more about Andy’s webinar Complaints - Getting the benefit, Losing the Grief