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7th December 2018, 12:30 | #26 | ||
This is my second home
Rover 75CDT, Jaguar XF-S 3.0V6, V'xhall Omega V6 Estate, Twintop 1.8VVT, Astra Estate and Corsa 1.2 Join Date: Dec 2007
Location: Suffolk
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Quote:
There is a common myth that CEO level complaints are looked at by the CEO. If you think about it, is the CEO of a £5bn to £50bn business really going to expend his time looking at a complaint from a person in Wales whose line is suffering issues due to moisture because it's always peeing down in Wales (humour intednded) and other similar complaints that arrive at his office each day? The boards of these companies have a "Senior Complaints" team that respond to complaints directed at the top layer of management. Once a complaint is received, one of the team will take ownership and progress it, normally using the same technical specialist teams that would be used if a complaint had been raised via the standard complaint procedure of the organisation. Once the issue is resolved, the resolution is reported back to the "Senior Level Complaints" team for report back to the complainant. You will see this type of approach in all sorts of service industries e.g. insurance, telecomms, banking..... The increase in cost results from the fact that a "Senior Level Complaint" involves an additional layer of people on top of the standard complaints handling process which will normally be highly automated and optimised. Additional layer of people mean additional cost. This is also why low-cost service businesses such as couriers make it extremely difficult for a customer to obtain a direct contact into the organisation that bypasses its standard service desk. Quote:
You should also send a complaint to the CEO of Virgin for not providing service in your area. Have a gues as to why that is so! Last edited by MSS; 7th December 2018 at 12:47.. |
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