Memorandum

To: All Managers

From: The Board of Directors

Date: 24 April 2013

Subject: Customer Complaints

Though it is obvious that we must avoid our customers being disappointed in the products and services that we offer as much as is humanely possible, it is inevitable that we will receive negative customer feedback and complaints from time to time.

What is important is what happens next, so we felt it necessary to issue our requirements in the instance that a complaint is received;

1. Upon receipt of a complaint, please inform your Brand Director/Manager as soon as possible, so that he/she is made fully aware of the situation.
   
   
2. Once the nature of the complaint has been understood, it is important that a resolution/outcome is sought promptly, rather than protracting or ignoring the customer complaint (whether that complaint is a valid one or otherwise), as any lack of acknowledgment or “long silence” by ourselves is likely to inflame any situation further.
   
   
3. Please ensure that any correspondence entered into with a customer is written either with the agreement of the Brand Director/Manager who must be satisfied with our response or by the Brand Director/Manager himself if that is his preference.

Failure to follow these key points is not acceptable.

Thank you for your help in this matter.