An employee may make assumptions about what will satisfy a customer's expectations. A customer may make assumptions about what a product or service can deliver. When expectations aren't met, that often triggers disappointment, frustration and anger. Some people feel so upset they don't even voice their concerns. That's a missed opportunity.
Conflicts are necessary and valuable.
Conflict resolution can provide new perspective and lead to improvements. Complaints are a vital source of feedback and, so, a critical checkpoint for quality control. A measure of a company's commitment to its customers and employees is its complaint management process. The Office of the Ombudsman is the final point of appeal for unresolved concerns in Royal Bank Financial Group. Our role is to provide a fair, impartial hearing for both parties.