- The overall responsibility for those involved in the Customer Complaints Handling Process is to ensure that
- The Customer is satisfied
- Action has been taken to prevent the complaint from occurring in the future
- The roles and responsibilities will be bounded by a set of objectives which are:
- Specific to the handling of complaints
- Measurable in terms of input and results
- Achievable - in terms of capabilities and expectation
- Relevant - in relation to the overall business goals of the organization
- Time-bound - so that the personnel involved have a time scale to work within
- Training: To ensure that ownership lies with those who are operating the process it is important that they are trained with regard to:
- The importance of handling complaints
- The organizational impact of poorly handled complaints
- The expectations of customers
And finally - The actual process itself
- Measurement: Key performance indicators may include
- Customer Satisfaction Rating
- Close-out time
- Document audit non-conformance levels
- Understanding of system by personnel
- Improvements implemented as a result of a corrective action identified in the process
![](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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