Effective Complaint Handling Part 3

• Internal & External Customers
• Complaints may arise from either internal or external customers
• How internal customer complaints are handled has an impact on how external complaints are handled
• The complaint-handling system for internal and external complaints may be different, but the end result should be the same:  nsatisfied customers
• Facts Versus Feelings
• A fact can be proven
• A feeling can make a huge difference as to how the fact can be interpreted
• An opinion is an interpretation of a situation
• An estimate carries less weight than a fact
• Typical Complaint Handling Process has three main aspects:
• Inputs - in this case, complaints
• Transformation process - the complaint handling procedures and methodology
• Outputs - learning from the complaint, improvement, retention of customers, profitability, protection etc

Main Components Are:

• Contact Point
• Information Capture
• Investigation Methodology
• Documentation
• Communication
• Resolution
• Implementation of learning / improvements
• Building the Process includes:
• Acknowledging
• Recording
• Investigating
• Solving
• Reporting
• Fit with culture of the organization
• Level of support within the organization
• Capability of personnel to implement the process
• Flexibility
• Speed
• Accuracy
• Trust
• Accessibility

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/