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Complaint Handling
Complaint Handling Gift Program- Save a client by wowing them with a “Sorry gift”.
Saying “sorry” to dissatisfied customers is extremely important. Everything But Flowers provides your customers with a high-perceived value and tangible personalised gift as a token of apology. We provide the end to end solution, from the sourcing of the range of gifts, catalogue management, ordering and customer delivery, tracking and reporting.
A case study:
In August 2004, 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 from the bank.
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. The bank attributes the success of this program to, Everything But Flowers ability to:
- Provide the end to end solution.
- 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.