Effective Complaint Handling Part 4

• 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

Until next time...






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