News

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: -

  1. Administration handling
  2. Reaction
  3. Closure
  4. Preventative measures
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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.