The SOCAP Small Business Complaints Toolkit can assist SME business owners and operators, and complaint handlers working in all businesses with strategies to review their complaints handling processes and identify the value good complaint handling can bring to a company’s performance and bottom line.
The toolkit is an online resource for people handling complaints in small to medium business or those in customer care. Information in the toolkit includes why complaints are important, responding to complaints, complaint record keeping, and talking to customers.
It can be viewed online from the SOCAP Australia website, or downloaded and includes templates such as a Complaint Acknowledgment Letter template and Responding to a Complaint Letter template, and postcards which can be distributed onsite for staff and clients highlighting the complaint handling procedures.
The toolkit is available here: www.socap.org.au