This document provides information about complaints and compliments processes at an insurance company. It defines a complaint as an expression of dissatisfaction relating to a product, service or agreement. It details the complaints submission process, resolution process, and options for escalation including an internal disputes resolution department and the Ombudsman for Short-Term Insurance if unsatisfied with the outcome. The document emphasizes treating complaints courteously, resolving them efficiently and fairly, and viewing them as opportunities to better understand and serve clients.
How reducing customer effort raising & resolving a complaint can drive custom...Scott Davidson
How The Research Locker uses Customer Effort Score as a key metric to help clients understand where service improvements can be made within their complaints operations and, as a consequence, better retain complainants and engender customer loyalty.
Simple strategies to flip your customer complaints into customer satisfactionHandleMyComplaint
Handle My Complaint knows that some businesses don't realise that resolving complaints quickly and effectively is a skill that can be learnt.
Here Handle My Complaint outlines its simple complaint resolution strategies to flip your customer complaints into customer satisfaction.
A breakfast presentation by Prof Francis Buttle delivered to the Society of Consumer Affairs Professionals (SOCAP). It reviews recent research into customer complaining behaviour. Presentation prepared in June 2009.
How reducing customer effort raising & resolving a complaint can drive custom...Scott Davidson
How The Research Locker uses Customer Effort Score as a key metric to help clients understand where service improvements can be made within their complaints operations and, as a consequence, better retain complainants and engender customer loyalty.
Simple strategies to flip your customer complaints into customer satisfactionHandleMyComplaint
Handle My Complaint knows that some businesses don't realise that resolving complaints quickly and effectively is a skill that can be learnt.
Here Handle My Complaint outlines its simple complaint resolution strategies to flip your customer complaints into customer satisfaction.
A breakfast presentation by Prof Francis Buttle delivered to the Society of Consumer Affairs Professionals (SOCAP). It reviews recent research into customer complaining behaviour. Presentation prepared in June 2009.
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
Slides to accompany a bite-size training session on handling complaints professionally. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
Slides to accompany a bite-size training session on handling complaints professionally. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Trung Tâm Anh Văn Giao Tiếp Biên Hòa (Biên Hòa English Center) chuyên dạy
Anh Văn Giao Tiếp cho người đi làm.
Anh Văn Giao Tiếp cho giới văn phòng.
Anh Văn phỏng vấn xin việc.
Anh Văn du lịch.
Anh Văn xuất cảnh.
Anh Văn Thương Mại.
Anh Văn Phỏng Vấn xin Visa du học Mỹ.
Thông tin liên hệ:Trung Tâm Anh Văn Giao Tiếp Biên Hòa
Địa chỉ: 43A/1 Khu Phố 8A, Phường Tân Biên, Tp Biên Hòa, Tỉnh Đồng Nai.
Điện thoại: 0613 888 168Di Động: 0903 77 47 45 (Thầy Trần) Email:thandongtre@gmail.com
Website: http://anhvangiaotiepbienhoa.com/
Với nhiều năm kinh nghiệm trong việc giảng dạy anh văn giao tiếp cho người đi làm, bạn hoàn toàn an tâm với chúng tôi. Hơn nữa chúng tôi sẽ điều chỉnh chương trình học một cách linh hoạt sao cho phù hợp nhất với từng lớp và từng học viên.
Hầu hết học viên sau khi học với chúng tôi đều có khả năng giao tiếp tốt với người nước ngoài và đạt vị trí cao trong công ty.
Chúng tôi cam kết đầu ra chuẩn cho từng học viên.
Lớp ít người
Billed for Merchandise You Never Received? Here's What to Do- Mark - Fullbright
All product and company names mentioned herein are for identification and educational purposes only and are the property of, and may be trademarks of, their respective owners.
Do you have any complaint or suggestions for ISA Global?
After watching this slideshow you will get famalier that what kind of difficulties does our client faces and how do they register their complaint. Also what greivence redressal policy does ISA Global follows.
3. A Complaint
A complaint is an expression of
discontent/dissatisfaction which can either be
real or perceived by the client. It can be seen as
an indication that the service or product does not
meet the client’s expectations. It can also be an
expression of dissatisfaction, whether justified or
not, about any aspect of our business.
If your service experience has lived up to our
commitment and we have delighted you; please
tell us about your experience. We like to reward
our staff for their contribution to our success.
6. Compliment
There are different types of compliments.
As a Noun:
1. A compliment is an expression of praise, commendation, or admiration. A sincere compliment
boosts one's morale.
2. A formal act or expression of civility, respect, or regard . e.g.: The mayor paid him the
compliment of escorting him.
3. Compliments, a courteous greeting; good wishes; regards . e.g. :He sends you his compliments.
4. Archaic. a gift; present.
As a verb (used with object)
5. To pay a compliment to . e.g. :She complimented the child on his good behaviour.
6. To show kindness or regard for by a gift or other favour . e.g.: He complimented us by giving a
party in our honour.
7. To congratulate; felicitate. e.g. :to compliment a prince on the birth of a son.
verb (used without object)
8.to pay compliments.
7. Client Experience
We view a complaint as an opportunity to
understand our client better. We recognise that
the efficient and effective administration of a
complaint is the definitive measure of the service
we provide to our clients. The way in which we
resolve a complaint has a direct impact on our
continued relationship with our clients.
We promise to take your complaint to us seriously
and recognise you as the purpose of our business.
We will:
Be courteous, sensitive and helpful;Be courteous, sensitive and helpful;
Always act with integrity and professionalism;Always act with integrity and professionalism;
Resolve your complaint efficiently and fairly.Resolve your complaint efficiently and fairly.
10. SAIA FSB
Definition of a Complaint
An expression of dissatisfaction by a complainant, relating to a product or
service provided or offered by a financial institution, or to an agreement with
the financial institution in respect of its products or services and indicating
that -
(a) the financial institution or its service provider has contravened or failed to
comply with an agreement, a law, a rule, or a code of conduct which is
binding on the financial institution or to which it subscribes;
(b) the financial institution or its service provider’s maladministration or
willful or negligent action or failure to act, has caused the complainant harm,
prejudice, distress or substantial inconvenience; or
(c) the financial institution or its service provider has treated the complainant
unfairly and regardless of whether such an expression of dissatisfaction is
submitted together with or in relation to a customer query.
12. How to submit a complaint or complimentHow to submit a complaint or compliment
To assist us handle the complaint fairly and speedily,
your complaint should always contain relevant
information and be accompanied by copies of all
relevant documentation. For example, it should
contain the following information:
name and contact details of the complainant
name and contact details of the complainant’s
representative (if applicable)
policy or claim reference number
Full details of the complaint (facts, dates, and
supporting documents, etc.) the detail of your
compliment or complaint (what were you satisfied, or
what did not meet your expectation).
How can we regain your confidence in our service /
meet your expectation?
13. An example of aAn example of a
complaint formcomplaint form
14. What will happen now?
We will confirm receipt of your correspondence and advise you
of the person who will be attending to your complaint, within 2424
hours of receipt (1 working day).hours of receipt (1 working day).
We will investigate and provide feedback or an outcome to your
complaint within 24 hours of receipt (1 working day).24 hours of receipt (1 working day). Should we
require additional information, we will request this from you
within 8 working hours of confirming receipt of your complaint.
Our commitment is to keep you informed of the progress of your
complaint/request, whilst it is being attended to.
16. What if I am dissatisfied with the
outcome presented/offered?
Complaint Officer: Neerasha Naidoo
Telephone Number: 011 284 2444
E-mail Address: neerashan@regent.co.za
Postal Address: Regent Complaints Officer
P.O. Box 674
Edenvale
Johannesburg
1610
17. What will Neerasha do?
Our Complaints Officer will confirm receipt of
your correspondence within 2 working hours of2 working hours of
receiptreceipt, investigate the matter thoroughly, and
then refer your complaint to the Complaints
Resolution Committee for a final decision.
Our Complaints Officer will ensure resolution
within 5 working dayswithin 5 working days.
Our Complaints Officer will update you, regarding
the progress of your complaint/request, until a
final decision has been made on the outcome of
your complaint/request.
18. IDRDIDRD
If the client is still dissatisfied with the resolution from
Business/Complaints department and would like the final decision
reviewed, your complaint will be referred to the Internal Dispute
Resolution department. The following will apply:
The client must provide a written representation / appeal stating what
the client is contesting.
The complaint will be treated as an appeal/dispute.
You will be notified of the contact details of the person assigned to liaise
with you in relation to the dispute.
Once a decision has been made, we will respond to you in writing giving:
- Reasons for the decision;
- Information about how to access external dispute resolution
or client recourse mechanisms;
- Notify you of the timeframe in which an external dispute
should be lodged.
19. REGENT COMPLIANCE OFFICERREGENT COMPLIANCE OFFICER
The Compliance Officer
Regent Insurance Company Limited
PO Box 674
Elma Park, Edenvale
1610
Tel: 0860 734 368
Fax: +27 (11) 574 2828
Email: compliance.st@regent.co.za
20. OMBUDSMAN FOR SHORT-TERMOMBUDSMAN FOR SHORT-TERM
INSURANCEINSURANCE
Telephone Number: 0860 726890 / (011) 726
8900
E-mail address: info@osti.co.za
Fax: (011) 726 5501
Postal Address: P.O. Box 32334
Braamfontein
Johannesburg
2017