Complaints Handling
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000
FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Complaints Handling Software from Charter UK
Charter's heritage is complaints management. With a successful product line evolving over 12 years, the current product set based on Charter Continuum™, represents best-of-breed in complaints and customer feedback management. The design behind Charter Continuum™ benefits from long association with trade organisations, industry 'gurus' and academics providing early, well informed exposure to best practice, emerging standards, regulatory requirements and new legislation.
Charter Continuum™ has become a platform suited to delivering compliance with BS8600 - the British Standard for design and implementation of Complaints Management Systems. BSi Management Systems have developed CMSAS:2000 - an assessment specification confirming compliance with the BS8600 guidelines. Compliance with the standard provides independent confirmation of an organisation's commitment to customer care - bringing credibility and consistency of approach across the enterprise.
What is a complaint?
Defined by the BSi as "...any expression of dissatisfaction by a customer, with a product or service, however small, whether considered justified or not..." - leaves plenty scope for most organisations to capture, manage and benefit from the feedback freely offered by complainants.
According to Professor John Murphy of the Manchester Business School; "...feedback from customers is akin to free market research - it should be freely solicited..."
Charter UK can advise on compliance with the CMS Assessment Standard - contact us for further information on processing complaints to the British Standard.
CMSAS 86:2000
The Complaints Management System - Assessment Specification is a recognised BSi scheme leading to full BSi registration – a highly sought-after accolade for any customer-facing organisation.
For more details please email BSi direct for advice or visit the BSi web site at www.bsi-global.com/cms.
Public Sector
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Banking and Finance
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