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
http://tools2succeed.com/