This starts the documentation process and acts as the basis for any future communication and action. Benefits of written documentation There are many benefits to having written documentation in relation to complaints as it: Establishes a clear record of facts relating to a complaint Identifies any communication or action taken place to date Keeps facts of a complaint accurate and impartial Is helpful for additional internal and external parties who may later become involved in the complaint resolution process Can be used as a reference for similar complaints in the future Acts as an evidence source if additional costs are incurred Acts as a tool to identify common problems which are to be investigated Generates a pool of preferences’ which can be used in the future to avoid ‘guest further complaints. Complete any necessary documentation accurately Whilst, as seen above, completing documentation is essential, house policies vary significantly in their requirement for staff to complete necessary documentation during the complaint resolution process. This variation in approaches can often be related to difficulties in, and different approaches to, defining exactly what a situation’ is for each venue. ‘complaint
This starts the documentation process and acts as the basis for any future communication and action. Benefits of written documentation There are many benefits to having written documentation in relation to complaints as it: Establishes a clear record of facts relating to a complaint Identifies any communication or action taken place to date Keeps facts of a complaint accurate and impartial Is helpful for additional internal and external parties who may later become involved in the complaint resolution process Can be used as a reference for similar complaints in the future Acts as an evidence source if additional costs are incurred Acts as a tool to identify common problems which are to be investigated Generates a pool of ‘guest preferences’ which can be used in the future to avoid further complaints. Complete any necessary documentation accurately Whilst, as seen above, completing documentation is essential, house policies vary significantly in their requirement for staff to complete necessary documentation during the complaint resolution process. This variation in approaches can often be related to difficulties in, and different approaches to, defining exactly what a ‘complaint situation’ is for each venue.
TM_Receive_&_resolve_cust_complaints_refined.docx