The client:
The Telecommunications Industry Ombudsman is a free and independent
alternative dispute resolution scheme for small business and
residential consumers in Australia with unresolved complaints about
their telephone or internet services.
The objective:
Customer service has been a major complaint issue for the TIO. Customers reported frustration with long call waiting times, failure to escalate a complaint, failure to action a customer request or discourteous or unhelpful staff.
The solution:
Many of the smaller TIO members do not have an internal dispute resolution scheme. This booklet was written/designed to explain/help them through the process of dealing with customer complaints in a non-confrontational, efficient manner. Now in its fourth print run, it is still well received by TIO members.
Mackay Branson design - Level 3, 362 Little Bourke Street - Melbourne 3000 - Australia - Telephone 61 3 9604 6800