Inside Kingdom - New Corrective Action Unit (CAU) goes live!

 

Dissatisfied customers constitute a business risk so at Kingdom we take the word service extremely seriously. Our recent acquisition and organic growth has seen the formation of a dedicated Corrective Action Unit (CAU). Our complaints procedure is an integral part of our quality programme so our CAU team record, analyze, communicate and respond to all service related matters and manage any issues OUT! via a strong administrational and response team. All customer service notes are centrally recorded on our internal Roster Manager IT system (disciplinary, commendations, matters for action, meeting notes and complaints) and the department interactive white board transparently shows the flow of the item until conclusion. Any complaints we receive are broken down into 4 sections: - Administration handling Reaction Closure Preventative measures

Handling Process / Action Responsibility Target Time ADMINISTRATION HANDLING Complaint centralised and documented Customer notified complaint is being handled and name of handler   CAU Administrators CAU Administrators   On receipt 1 Hour REACTION Complaint handler makes customer contact / arranges meeting Action report raised and submitted   CAU Response Team CAU Response Team   1 Hour 48 Hours CLOSURE Action report reviewed DAILY until 100% closed Customer contacted to confirm complaint closed to satisfaction   CAU Administrators CAU Administrators   As per report Closure of report PREVENTATIVE MEASURES Complaint forms part of statistical data Complaint discussed at Division Managers Meeting Complaints of a serious nature form “Key Accounts” Senior Manager may attend future service appraisal meetings Only the customer can close the file       We believe the formation of the CAU team will be yet another major service benefit to all our customers throughout the UK.