When should a business first offer compensation? What do a leading financial services firm and a professional complainer agree on when it comes to vulnerable customers? And what can airlines learn from banks?
Joined by businesses, consumer rights organisations and even a professional complainer, Responsible 100 held a roundtable on 15 November 2017 in an attempt to get to grips with what makes for POOR, OKAY, GOOD and EXCELLENT practice on handling complaints.
Some key ideas emerged on what really makes a business EXCELLENT when things go wrong…
An EXCELLENT business empowers the staff who first hear the complaint to offer some sort of redress straight away. It has empathetic, supportive staff who can recognise that the business hasn’t performed at its best. With that simple initial response, straight away the business makes a significant step towards remedying [...read more on our website here...]
Responsible 100 benchmarks responsibility performance across a wide range of social, environmental and governance issues.
We enable organisations to determine whether their policies and practices are POOR, OKAY, GOOD or EXCELLENT on a wide range of social, environmental and ethical challenges.
ABOUT R100 ROUNDTABLE MEETINGS
Responsible 100 helps reduce risk, improve performance and enhance reputation. We facilitate frank discussions - convened under a version of the Chatham House rule - between businesses, NGOs, investors, academics, government officials and other experts and interested parties.
Our shared aim is to determine what POOR, OKAY, GOOD and EXCELLENT business practices are in respect of the responsibility issue under examination. And, further, how this may change in the future. Find out more about these meetings and the benefits of attending here.
Contact us for more information about plans for Responsible 100 in 2018.
With best wishes,
The Responsible 100 Team
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