Best Practices

Best Practices

Responding Quickly

Speed matters in complaint resolution.

Why Speed Matters:

Response Time	Customer Satisfaction
< 1 hour	95% satisfied
1-4 hours	85% satisfied
4-24 hours	70% satisfied
> 24 hours	50% satisfied

Tips:

• Enable push notifications

• Check dashboard at start and end of each shift

• Assign team members to monitor during business hours

• Set up auto-approval for low-severity complaints

---

Turning Complaints into Loyalty

A well-handled complaint creates more loyalty than no complaint at all.

The Service Recovery Paradox:

Customers who have a complaint resolved well are MORE loyal than customers who never had a problem.

Keys to Great Recovery:

1. Acknowledge - "I'm sorry this happened"

2. Empathize - "I understand your frustration"

3. Take Ownership - "This is on us"

4. Fix It - Offer meaningful resolution

5. Follow Up - "We'd love another chance"

---

Training Your Staff

Everyone should know how GoodAgain works.

Front-Line Staff Should Know:

• Where the QR codes are located

• How to redeem a code (step by step)

• What to do if a code doesn't work

• Who to escalate issues to

Managers Should Know:

• How to review and approve complaints

• How to respond to escalations

• How to access analytics

• How to add/manage team members

Training Checklist:

• Show them where QR codes are placed

• Walk through a redemption

• Practice handling an invalid code

• Review escalation procedures

• Share login credentials (or invite to team)

---

Monitoring Your Metrics

Regular review helps you improve.

Weekly Review:

• Number of complaints

• Resolution rate

• Average response time

• Most common complaint categories

Monthly Review:

• Complaint trends (up or down?)

• Redemption rates

• Repeat customer complaints

• Staff performance (if applicable)

Red Flags to Watch:

Metric	Red Flag	Action
Resolution rate < 80%	Too many denials	Review denial reasons
Response time > 4 hours	Slow response	Enable notifications, assign monitors
Redemption rate < 50%	Offers not enticing	Improve offer value
Repeat complaints > 10%	Same issues recurring	Fix root cause

---

Common Mistakes to Avoid

• Ignoring complaints - Every complaint deserves attention

• Being defensive - Never argue with customers

• Generic responses - Personalize when possible

• Offering too little - Better to over-deliver on recovery

• Not learning - Use complaints to improve operations

• Hiding QR codes - Make them visible and accessible

• Not training staff - Everyone should know the system

---

Quick Reference Card

For Staff

Redeeming a Code:

1. Redeem tab → Enter code → Verify → Redeem → Apply POS code

Code Won't Work:

• Check for typos

• Verify not expired

• Check location restrictions

• Escalate to manager if needed

For Managers

New Complaint:

1. Review details and chat

2. Check severity and suggested offer

3. Approve or modify

4. Monitor for customer response

Escalation:

1. Respond within 24 hours

2. Be empathetic and personal

3. Offer meaningful resolution

4. Follow up if needed

Key Contacts

• Support Email: [email protected]

• Response Time: Within 24 hours