Ground Rules for Saying Sorry
- Be clear you welcome client feedback good and bad
- Make complaining easy
- Expect all staff to realise the importance of saying sorry and be aware of client or customer dissatisfaction
- Demonstrate you mean it and are not just going through the motions
- Ensure proper reporting on complaints, the rate they are dealt with and the action taken
- Monitor extent of customer satisfaction with resolution
- Learn from mistakes, review trends and pinpoint areas needing further investigation
- Get involved at the top of the organisation.
- Be creative about resolving client/customer dissatisfaction, it’s an opportunity to build a reputation for outstanding service
- Publicise corrective action taken and share success stories
