Friday, November 2, 2018

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

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