Complaint Acceptance Criteria
Your BBB wants to help you gain a fuller understanding of this aspect of our services.
When you receive a complaint from your BBB bear in mind the following:
· We are not a consumer advocate organization;
· We do not accept all complaints;
· All complaints are reviewed for compliance with our complaint acceptance policy;
· A “customer” is anyone who has had a marketplace interaction with your business and it can even be a business who has bought goods or services from your business.
· If a complaint does not meet our acceptance criteria we will make you aware of the complaint through a letter of experience; but will not make the complaint public (it will not be on your BBB Reliability Report).
A couple of key items to remember when you review a complaint:
· It is what you do with it that matters
· Respond quickly and commit to resolving the dispute (one of the standards you agreed to abide by when becoming an Accredited Business)
· See it as an occasion to strengthen your customer service to ensure you are actively listening to your customers needs and addressing them to the best of your ability
For more information about customer service strategies and “how tos”, contact your BBB for free training on the topic.
Customer service is ranked higher by the Trust Research than price - it is the key to growing business because it facilitates repeat customers and referrals – the foundation of business growth.