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
http://tools2succeed.com/