Purpose
The following procedure details the necessary actions when a dispute arises with an Business Readiness Consultant of a member of the public.
Procedure
Disputes with external Business Readiness Consultant should be avoided at all times. In the event that a dispute arises the matter should first be discussed with the Office Manager and, in the case of a serious dispute, the support of the franchisor should be enlisted.
Depending on the situation, the Office Manager may dismiss the complaint or arrange a face to face meeting to seek an explanation and resolution to the matter.
The Office Manager must ensure that the Business Readiness Consultant, who has the dispute, writes a detailed report of the dispute.
Disputes with the public are potentially the most damaging and should always be considered seriously.
All public disputes must be brought to the attention of the franchisor and handled by them immediately.
At all times, courtesy must be extended to the public and no statements of liability or otherwise are to be made at any time.