Final answer:
Complaints should be recorded even if they are resolved at the point of contact because it aids in identifying patterns, contributes to continuous improvement, provides a legal record, and helps in staff training.
Step-by-step explanation:
The statement 'Complaints do not need to be entered if resolved at point of contact' is generally False. It is a common practice in customer service and quality management systems for all complaints to be recorded, even if they are resolved immediately. This is important for several reasons:
- Documentation helps in tracking patterns of complaints which can reveal underlying issues that need to be addressed.
- It contributes to the continuous improvement of products, services, and customer experience by analyzing feedback.
- It provides a record that can be useful for legal purposes or compliance with certain industry regulations.
- Lastly, recording complaints helps in training and educating staff on handling similar issues in the future.
While policies might vary among organizations, the best practice suggests complaints should always be documented irrespective of whether they are resolved at the initial point of contact or not.