Thursday, October 25, 2018

Effective Complaint Handling Part 7

  • 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
Until next time...

Sheryl Tuchman, SPHR, SHRM-SCP

No comments: