Wednesday, October 31, 2018

Effective Complaint Handling Part 9

  • Information from the complaints handling process and the trending data can be used to drive continuous improvement
  • Plan-Do-Check-Act cycle:
  • Plan  --- Planning the improvement activity
    • Do  --- Implementing the plan
    • Check --- Measuring the outcome against what has been projected in the plan
    • Act --- this will mean either continuing with the planned activity or changing the plan to improve the results
  • Complaints need to be tracked to ensure
    • Completion
    • Attention
    • Feedback
    • Action
  • Some trends to watch out for:
    • Most complaints per product
    • Most complaints per salesperson /sales area
    • Most complaints per customer
    • Seasonality
    • Functionality
    • Increase in complaint numbers
    • Decrease in complaint numbers
  • Failure of the complaint handling process can have a major impact on an organization due to:
    • Loss of revenue when customers move away
    • Competitors use the source of the complaint to attract customers to their products
    • Increased sales and marketing expenditure to attract new customers
    • Decreased revenue and profitability
Until next time...

Sheryl Tuchman, SPHR, SHRM-SCP

No comments: