- A system for handling complaints is necessary to ensure:
- A standard approach is taken by all employees involved in the process. This is achieved through having a Standard Operating Procedure
- Consistency in the quality of response
- Knowledge of the responsibilities and where necessary the escalation process
- Customers who are complaining want to be dealt with personnel who have an attitude which is
- Positive
- Professional
- Confident
- Helpful
- Environment for handling complaints must be such as to be:
- Supportive of complaint handling activity
- Adequately resourced
- Customer focused
- Complaint handlers must be competent in the following skills:
- Listening
- People-focus
- Organization
- Communication
- Networking
- Persistence
- Documents need to be managed to ensure that they are
- Complete
- Accessible
- Safe
![](https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg5v11VCwiIJrMsMWa0A9_kwVLXI8qXrNU5Xku7Q81t4BCAY_zZILcY9x3wMYWN5B59xpslAKsfoZcRMZQ3KGNg8QazJl7Yo7wNqUr_5A7sf-CVI7pyctLnR8IWXVaoxLcpx-wjdUWq4Ww/s1600/signature.png)
Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/
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