Effective Complaint Handling Part 10

• The causes can be grouped as follows
• People factors may include:
• Poor training
• Lack of interpersonal skills
• Unclear objectives
• Lack of motivation
• Poor attitude
• System factors which may contribute to poor handling of complaints include:
• Lack of measurement and accountability
• Poor or absent planning
• Inadequate communication systems
• No customer focus in the activities
• Avoid the following words and phrases when handling complaints as they make customers cringe
• Our policy is……
• The computer… 
• They…
• I can’t… 
• Why Some People Don’t Complain
• Apathy  -  couldn’t be bothered
• Empathy -  too nice to complain because they understand
• Sympathy -  feel sorry for the people involved so don’t complain 
• Accessibility - they don’t know how to get their complaint to the relevant person in the  organization 
• Fear - they don’t know what impact their complaining may have on them in the future
• Frustration - complaining has not resulted in a positive outcome before, so they don’t complain

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/