SCAS – A Commitment to Customer Service

LONDON - Sept. 24, 2014 - PRLog -- A vital part or ‘the cornerstone of good customer service’ is a clear, prescribed and structured complaints process  cited as being a primary indicator in customer decision making and a company Key Performance Indicator.

However current complaints processes are too long and onerous to be efficient and effective on the customer side; in improving trust, customer service, loyalty and/or customer satisfaction or on the company side as an insight to areas of required continued improvement.

Largely this is due to two principle reasons:

1.       companies invariably don’t display and/or actively promote a customer charter which includes a ‘step by step’ viable complaints process. Instead issues and complaints are typically dealt with on an ad hoc basis or devolved to a third party organisation, severing the customer/company relationship and any chance of the customer returning.
 In both instances the opportunity for customer loyalty and ‘actively monitoring standards and driving action to improve standards throughout the business’ is lost.

2.       third party complaints companies are usually Industry Bodies or Organisations, which in the light of the public loss of faith in their integrity to act as independent complaint resolution services renders both the process and the intentions to improve credibility, impotent.

SCAS has been developed to address these issues and ‘put customers at the heart of the business’ by allowing companies to demonstrate their ‘commitment to customer service and have ‘complaint handling embedded in the firm’s governance structure.

Committing to SCAS demonstrates a company’s real willingness to hold themselves accountable to their customers and engage with them in reaching a quick and fair resolution. This breeds trust and enhances credibility resulting in the company becoming a retailer of choice.

Customer service and efficiency is improved by the company through analysis of the information about circumstances giving rise to the complaints and their resolution; employee engagement and satisfaction increases as conflicts are reduced via a clear, unambiguous and impartial process.

Notes to editors:
SCAS is a subscription based service for the effective and efficient resolution of complaints & disputes without going to court. The service has been designed and is administered exclusively by Stormcatcher LLP International and Domestic Commercial Arbitration specialists.

Contact

Email:  Philip.harmer@stormcatcher.co.uk          www.stormcatcher.co.uk

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