3 R’s of complaints handling
This short video will assist in providing insights into the 3 R’s of handling a complainant – Recognise, Reassure & Resolve.
The 3 R’s are in the steps we should take to assist a complainant to resolve their complaints in the first instance.
The 3 R’s refer to the following:
1. Recognise – when there is a complaint about your products or services;
2. Reassure – Listen, Investigate, Respond and Report back to the complainant;
3. Resolve – the complaint for both the customer and the organisation;