This information is applicable to handling customer complaints.
Step-by-step guide
When a poor survey message or complaint is sent to a Franchisee (labelled ‘concern’ if they have not had one for the previous six months), the Franchisor or qualified staff member is to contact the Franchisee within 24 hours business days (48 hours if a poor survey response) and leave a note against the job. If contact cannot be made then a note must be left and attempts continued until contact is made.
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