Managing the complaints procedure effectively is vital for maintaining customer satisfaction and resolving issues promptly.
Members may voice their concerns, whether in-person interactions, phone calls, emails or online platforms. If a member voices their concerns to you in the Kids Club respond to the parent/guardian positively and empathetically, acknowledging the issue and expressing concern for the child or parent’s experience.
It is important to report any complaints received in-person to management, so the complaint can be thoroughly investigated by gathering all necessary information and understanding the full context of the issue.
Complaints received via phone calls, emails or online platforms will be forwarded to management. Management will attempt to address the complaint and propose appropriate solutions or actions.
FIT uses feedback from complaints to improve the Kid’s Club setting and identify any recurring issues and implement changes to prevent similar complaints in the future.
By following these steps, we can effectively manage complaints and ensure a positive experience for babies and children and their families.