Online complaint helpBY Australian Retailers Association
The SOCAP Small Business Complaints Toolkit can assist SME business owners and operators, and complaint handlers working in all businesses with strategies to review their complaints handling processes and identify the value good complaint handling can bring to a company’s performance and bottom line.
The toolkit is an online resource for people handling complaints in small to medium business or those in customer care. Information in the toolkit includes why complaints are important, responding to complaints, complaint record keeping, and talking to customers.
It can be viewed online from the SOCAP Australia website, or downloaded and includes templates such as a Complaint Acknowledgment Letter template and Responding to a Complaint Letter template, and postcards which can be distributed onsite for staff and clients highlighting the complaint handling procedures.
The toolkit is available here: www.socap.org.au
ABOUT THE AUTHOR
Australian Retailers Association
Founded in 1903, the Australian Retailers Association (ARA) is Australia’s largest retail association representing Australia’s $310 billion sector, which employs more than 1.2 million people. As the retail industry’s peak representative body, the ARA works to ensure retail success by informing, protecting, advocating, educating and saving money for its 7,500 independent and national retail members throughout Australia. For more information, visit www.retail.org.au or call 1300 368 041.