The leisure sector is failing to handle complaints effectively, according to a report published by global training consultants TMI. The National Complaints Culture Survey (NCCS) 2001 reports that only two out of three employees are satisfied with their company's basic attitude towards complaints, while only one in three customer-facing employees are satisfied with the training they receive. The survey, produced in association with the Institute of Customer Service, questioned over 4000 consumers and employees on their attitudes towards complaints. The majority of customer-facing staff in the UK believe they are not developed, encouraged and recognised, yet these are the very people who we delegate the key thrust of our business to, commented Richard Brennan, managing director of TMI. Men were found to complain more often than women
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