To deal effectively with complaints or student dissatisfaction Raffles Institute (RI), a prestigious school in Singapore and winner 2011 Singapore Business Excellence Award, put in place a comprehensive complaint management framework. If a student or parent provided any feedback or complaint the receipt was acknowledged. The respective process owner investigated the facts and identified and addressed root-causes. A customer recovery process was then initiated. Throughout the process of recovery,...

BPIR Categories

7.3.2 Manage customer complaints

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