Monday, October 15, 2018

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

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