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04 Customer-management strategy and its ... > Link to organizational vision and va... - Pg. 54

54 Complaint Management Excellence and view it as an opportunity to learn and improve? Or is complaint man- agement a cost to the organization that needs to be minimized? If your organization operates in a regulated environment, you may also want to define your `risk appetite' for complaints. In other words, do you want to be 100 per cent compliant with your industry regulations or are you prepared to accept lower standards? Have you considered the mitigat- ing actions your business needs to take to lower the risk of non-compliance? In many sectors where there are regulations about the way complaints are handled, there is a requirement for firms to appoint a senior manager who acts as a nominated official around complaints. They are also often legally responsible and can be personally fined if the organization is found to be non-compliant. Link to organizational vision and values