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First World War Centenary led by IWM

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Customer Service Situations

Customer Complaint about Access

What happens?

Initially, a member of the front of house staff would deal face to face with the complaint made by the visitor.

If this was not found to be satisfactory, staff would then advise them that they could either speak to the front of house manager or complete one of the following records of their complaint.

Records kept:

  • Informal complaint written in the comments book at the front desk.

  • If the customer is still unhappy, then staff will recommend that they could fill in a formal comments form, otherwise known as the 'let us know' form.

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Document icon Learning article provided by: Armley Mills Museum, Leeds Museums and Galleries | 

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