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5 Ways to Manage your Customer Complaints Procedure

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Complaints are a rural part of life that we can rarely ignore completely. People are not always going to be happy with your service and there are always going to be picky individuals who search desperately for something to pick fault with at every turn. It’s not whether you get complaints or not that defines how successful a business is; it’s how you deal with customer complaints.

So, we’ve put together a few top tips to help you organise all complaints with a level head. Because just one bad review can cause a chain reaction these days that will have a significant impact on your business if you’re not ready to do a little damage control.

Keep calm – You have every right to be defensive over your business and your brand but this defensiveness, if it’s allowed to reveal itself, can have negative consequences. With every complaint, ensure that you remain calm and listen to what they are saying in as detached a fashion as possible.  It helps to put yourself in their situation and see the problem from their perspective, even though we realise this might be difficult to do!

Acknowledge the problem – It’s likely that the customer problem might seem petty or simply wrong to you but it’s important that you make them feel you’re taking them seriously. By allowing them to vent their frustrations and get their problems off their chest you’ll not only allow them a certain amount of catharsis but you’ll let them feel like they’re being heard.  Never tell the customer they are wrong, even when they are!

Offer solutions – The only way you’re going to solve customer complaints is if you’re able to offer legitimate solutions. Having a list of common problems and common solutions to hand at all times will certainly help but you also have to learn to be flexible and be able to think outside the box. Not every complaint is going to conform to the same template, after all.

Have a procedure in place – An efficient customer complaints procedure is one of the first processes you should put in place and is a process that all employees should be made aware of. Information often gets lost in translation over the phone, so we’d recommend investing in a Response Tap call tracking solution which will allow you to determine customer intent  and direct them to the right department without missing a trick.

Keep it informal – If possible, try to keep things as informal as possible and avoid things escalating to a formal complaint. If you need to hand out refunds, vouchers and/or apologies then so be it as this is often far more cost-effective than going through the formal complaints process.

The idea of Bigtime Daily landed this engineer cum journalist from a multi-national company to the digital avenue. Matthew brought life to this idea and rendered all that was necessary to create an interactive and attractive platform for the readers. Apart from managing the platform, he also contributes his expertise in business niche.

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Business

Michella Filipowitz: Shaping a Future of Inclusion for Children with Disabilities

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Michella Filipowitz, a prominent model, business leader, and philanthropist, has dedicated her life to advocating for children with disabilities. Her personal story, shaped by her experiences as the mother of a child with autism, has driven her passion to build a more inclusive world where differences are not just accepted but celebrated.

Michella’s journey took a transformative turn when she became a single mother at the age of 23. Shortly after, her son, Benjamin, was diagnosed with autism at the age of three. “It was an unexpected and overwhelming moment,” Michella recalls. “No one in my family had dealt with anything like this before, but with my mother’s guidance, I was able to see Benjamin’s diagnosis not as a burden, but as a new way of understanding the world.”

Benjamin’s condition is categorized as a hidden disability. Though it’s not always obvious to others, his challenges—such as delayed speech—affect his everyday experiences. “It was difficult to watch him struggle while other kids seemed to develop so naturally,” Michella shares. “It made me realize how often children with disabilities are left out or misunderstood.”

This realization sparked a new mission for Michella: to create a world where children like Benjamin are given the same opportunities as their peers. “I knew I had to be part of the solution,” she says. “Our differences are what make us unique, and we should be embracing that, not hiding from it.”

Michella is also keenly aware of how quickly people judge others based on outward appearances. “We live in a time where everything is so public and visible, but that doesn’t mean we know the whole story,” she explains. “It’s important to have empathy and not make assumptions.”

Her advocacy work has centered on changing how schools and communities treat children with disabilities. Too often, children like Benjamin are segregated in special schools, which can further isolate them. Michella believes this approach is flawed. “Children with disabilities need to learn alongside their peers,” she says. “Only then can they grow up understanding that differences are normal, not something to be avoided.”

Her vision is clear: an education system where children of all abilities are taught together, learning to respect one another from an early age. “If we can instill the values of acceptance and understanding in kids while they’re young, we’ll build a much more inclusive society,” she says.

Michella’s commitment to helping families of children with disabilities goes beyond advocacy. She co-founded the DR Family Foundation with her fiancé to provide critical support to families who are struggling with the high costs of therapies, treatments, and education. “As a single mother, I know firsthand how overwhelming it can be,” she explains. “That’s why I wanted to help other families get the resources they need.”

The DR Family Foundation has already made a significant difference, helping families cover school expenses and other essential costs. The foundation’s next big initiative is creating a home for children from difficult backgrounds, offering them a safe and nurturing space where they can thrive. “It’s not just about providing shelter,” Michella says. “It’s about building a community where these children feel loved and supported.”

Reflecting on her journey with Benjamin, Michella speaks with gratitude. “He’s shown me that what others might see as a challenge is actually his strength,” she says. “His resilience and uniqueness are what make him so special, and I want to make sure other children have the opportunity to shine in their own way.”

Through her work, Michella envisions a world where children with disabilities are fully included in every aspect of life. She hopes that by advocating for inclusion and providing support through the DR Family Foundation, she can help create a brighter future for these children. “I want parents to know that they’re not alone,” she says. “With the right support, we can give our children the chance to live fulfilling, happy lives.”

Stay connected with Michella Filipowitz and her mission to create a more inclusive society for children with disabilities by following her on Instagram @princessmichella.​

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