What does "BAM" refer to in the complaint handling policy?

The term "BAM," in the context of the complaint handling policy, stands for "Be attentive, Make it right." This phrase emphasizes the two key components of effective complaint resolution.

Being attentive underscores the importance of actively listening to customers and acknowledging their concerns, which is crucial in demonstrating that their feedback is valued. It fosters a positive interaction and reassures the customer that their issue is being taken seriously.

"Make it right" focuses on the necessity to resolve the complaint effectively, addressing the customer's issue in a way that meets or exceeds their expectations. This part of the approach highlights the commitment to restoring customer satisfaction and maintaining loyalty.

Together, these elements form a comprehensive strategy for managing complaints, ensuring that customers feel heard and satisfied with the outcomes, which is essential for any service-oriented business like Long John Silvers.