Complaint Handling – Client Success
Say sorry with a special token, and save a customer.
Everything But Flowers won the opportunity to provide a program for one of Australia’s largest banks.
The objective was to provide a convenient and easy to use catalogue of gifts, available to staff, to supply a suitable item/gift for dissatisfied customers / complaints as a token of apology.
Gifts were sourced at a number of different price points and themes, enabling staff to align the gift options with the level of customer dissatisfaction. ie tiers can be set as guidelines for gift options, eg $20, $50, $100, $200 +.
Range of gift options include: Gift vouchers, flowers, gourmet hampers, movie passes and other suitable items – all beautifully presented.
The bank attributes the success of this program to, Everything But Flowers ability to:
- provide the end to end solution, from the sourcing of the range of gifts, catalogue management, ordering and customer delivery, tracking and reporting.
- Our range, Everything But Flowers does it all, the client includes a message with the order that is personalised and sent with each complaint gift and cost codes are allocated and tracked for the client to manage costs and accountability.
- The excellent service and quality
- Value for money
The program is national and handles over 10,000 customer complaint gifts per year.
“This Improving Customer Relations gesture introduction has really increased employee morale for my region- it’s not only the customers that have been blown away but the staff who are so amazed by customers making an extra visit or call to the branch just to say thank you for such a great gesture. I don’t think the staff realized the impact that this would have on customers until they called them back full of excitement and gratitude.”
For more information about Pinpoint sales & channel incentive programs, employee recognition & rewards or customer loyalty programs
call 02 9352 3888or email us
