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Rate your organization's approach to com... > Rate your organization's approach to... - Pg. 20

20 Complaint Management Excellence 1. Senior managers in our organization welcome complaints and see them as a positive way to improve. We make it easy for our customers to complain to us via whatever channel they choose. Our employees treat complaints seriously. Employees are given adequate training in how to deal with complaints. The process we use to deal with complaints is timely and effective. Our employees record all the complaints they receive. We thoroughly investigate complaints and provide a timely and fair response to customers. The organization uses complaint data to drive Your score: ___ 2. Your score: ___ Your score: ___ 3. 4. Your score: ___ 5. Your score: ___ Your score: ___ 6. 7. Your score: ___ 8.