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Handling negative feedback

Customer complaints are an inevitable part of running a business. How you handle negative feedback can help or hinder retaining existing customers. Complaints can be a great learning tool for businesses looking to improve their services, products, customer satisfaction and overall competitive edge.

Poorly handled complaints can see customers withdraw their business and encourage others to do so. When businesses take the time to listen and genuinely fix an issue, customers see value in the services they provide. Here are four tips to deal with complaints effectively:

Actively listen:
When an issue is presented, apologise promptly for the matter and don’t blame others. Be sure to thank the customer for raising the complaint and listen intently, asking questions and repeating back what they have said can help to demonstrate this.

Focus on solutions:
Discussing different options for working through the issue with the customer can help as it shows commitment to fixing their problem. Clarify what their desired outcome is and negotiate solutions that meet both parties needs.

Have a dedicated staff member:
Assigning one staff member to manage complaints and responses can help processes to be thorough and consistent. By having a customer service role, with the appropriate training and skills to manage complaints, you also protect the business and the rest of the team who may not be as well equipped to handle negative feedback.

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Budget 2018: living stronger

Posted on May 9, 2018 by admin

The Government is focused on encouraging older Australians to better grow and secure their personal retirement funds.

Retirees exempt from work test
An exemption from the work test will be established to allow retired Australians aged between 65-74 who have total super balances below $300,000 in their first year that they do not meet the work test criteria, to make voluntary payments into their superannuation funds.

Retirement income strategy
Superannuation trustees will now be required to produce a retirement income strategy for their superannuation fund members. This is due to new amendments to the Superannuation Industry (Supervision) Act 1993.

The Government is also set to revise the Corporations Act 2001 to ensure providers of retirement income products will supply standardised and simplified reporting to assist with more informed decision making.

Pension Work Bonus
Increase in funding to the Pension Work Bonus will mean that pensioners can now receive up to $300 per fortnight before their pension payments are affected. The Bonus will also cover self-employed individuals, who will be entitled to receive up to $7,800 per year without reducing their pension payments.

Funding for older workers program
Additional funding will be provided over four years to form the Skills Checkpoint for Older Workers program, starting from 2018-19. This measure will focus on supporting employees aged 45 to 70 to remain working for longer.

Improved skills for mature age Australians
Funding will be provided over the next five years to help mature age individuals to remain up to date with changing and new skills needed to remain relevant in their workplace.

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