- Mistakes are an inevitable part of doing business and every complaint received is an opportunity for the supplier to demonstrate its commitment to service and that it appreciates its customer. Email emma@getclosure.co.za if you would like to display the getclosure Committed to Service Excellence Seal on your website.
- It is always in the supplier’s best interests to ensure that genuine consumer complaints and grievances are taken seriously and dealt with promptly, courteously and fairly.
- The best way to ensure that a consumer's complaint is addressed properly is to make sure that the relevant information is passed on to an appropriate person in the supplier organisation without delay.
- It is not possible to resolve every complaint with an outcome entirely to a consumer’s satisfaction but the supplier can always demonstrate to their customer that the complaint has been dealt with fairly.
- Third party facilitation rather than coercive action is the preferred way to deal with unresolved complaints.
The getclosure glossary provides concise explanations of terms used on the website and links to relevant pages.
The getclosure approach:
getclosure actively manages the process of submitting and dealing with a complaint.
- getclosure makes it is easy and inexpensive for consumers to complain.
- The relevant information is made available without delay to an appropriate person in the supplier's organisation.
- The supplier is assisted to respond constructively and quickly to each complaint.
- If the parties themselves are unable to resolve a complaint, getclosure will assist the consumer to identify a remedy provider capable of facilitating a solution.