Wednesday, October 17, 2018

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

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