How does it work?

The system is quite simply a means to get the information from where it is, (out on the shop floor where the remedy is not always possible) to where it should be.  To the attention of management, who require the information in order to implement a remedy or solution.

A caller calls the Toll Free number and records a concern.  The operator assists the caller to ensure as much information as possible is obtained, compiles a report which is forwarded to the responsible authority for consideration and action.


Is the caller ever identified?

Not unless the caller has given specific permission or personally requested ASESA to pass on his/her identity to some authority. 


Has a caller ever been identified against their wishes?

Not directly, but on two occasions callers were identified because they told friends about the calls they had made.  If you donít, tell we most certainly wonít.  Better yet, if you donít tell us who you are we canít possibly tell anyone who you are either.  Keep it to yourself and then you are the only one you have to trust.


Who benefits from this?

Everybody benefits.  Customers should see improved service levels and the owners of businesses should see increased loyal support and repeat business, as well as a downturn in unexplained losses.  Employees should see improved working conditions resulting from reduced workplace conflict with clients and colleagues, as well as job stability and peace of mind. 


Why should I support this?

Because itís good for the company and its employees.  Every one should support improved service delivery.  It just makes sense.


What if I report something and nothing is done about it?

Simply report it again informing the operator of the reference number of the previous call.  Nothing jerks management out of apathy like a reminder that someone cares.  It seldom happens, because the system is put in place by management to eliminate problems and they are too grateful that a call has been received.


Who should receive the information?

A very good question!  Preferably the managing director or the person with enough clout to ensure that the matter is investigated properly and prompt action taken.  The information is often very sensitive and deserves attention from the top.