Effective Complaint Handling Part 2

• Some Fast Rules
• The cost of satisfying a complaining customer is likely to be less than the cost of losing the customer
• Don’t make promises that you cannot keep
• Write down what you have agreed to do and then do it
• Customers – Perspectives, Perceptions & Expectations
• Reality & The Complaint
• The complainer may technically be wrong - but their perception is that he/she is right
•  Deal with facts and not opinions
• Make sure that you have all the facts before making a decision
• Understand that resolution is not always a matter of right and wrong
• Dealing With Perceptions
• You must understand that the customer's perception of the situation may be much different from yours
• Perception is closely linked with expectation
• Perception may have originated from initial contact
• with the organization
• with the marketing material
• with customers
• with the product
• Expectations are set up by the customer and depend on:
• past experience
• socio-cultural aspects
• education
• You cannot assume what an expectation is.  You need to ask questions and listen to determine what exactly it is.

Until next time...






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

Change and Communication

Clear communication is especially important during times of change.  In managing people during change, your goal is to remove barriers, providing support, and establishing direction for both yourself and others.  Successful communication during change is truthful, consistent, constructive, and provides the big picture, explaining how the change effort is relevant to the organization's vision.

Change initiatives thrive in an atmosphere that offers people as much information as they want and need.  Use technology to help get your message out, but take special care to be clear and precise.  Give people the information they need before they start making things up.

Whenever possible, verbal communication remains the best way of helping people understand the need for and the nature of change.  Set expectations regarding the desired results of change, the approach to be followed in getting there, and the differing roles of people in the change process.

After communicating a change, it is essential that everyone involved in the change effort take ownership of the change to ensure its successful implementation.

Until next time...







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