Article Category: Communicating with Customers

In a crisis situation, the following information gives guidance on how your business can respond: Prepare statements and circulate to staff, making sure your messages are consistent. Ensure staff know the chain of command for messaging, approvals and for escalating complaints. Make sure all staff know the process for dealing with the media. Keep up...

The NCC’s Jo Chubb is the first point of call for any members who need assistance with a customer service issue or complaint. Read the interview with her in Parks Business about how best to handle a dissatisfied customer.