Effective Complaint Handling Part 7

• The overall responsibility for those involved in the Customer Complaints Handling Process is to ensure that
• The Customer is satisfied
• Action has been taken to prevent the complaint from occurring in the future
• The roles and responsibilities will be bounded by a set of objectives which are:
• Specific to the handling of complaints
• Measurable in terms of input and results
• Achievable - in terms of capabilities and expectation
• Relevant - in relation to the overall business goals of the organization
• Time-bound - so  that the personnel involved have a time scale to work within
• Training:  To ensure that ownership lies with those who are operating the process it is important that they are trained with regard to:
• The importance of handling complaints
• The organizational impact of poorly handled complaints
• The expectations of customers
  And finally
• The actual process itself
• Measurement: Key performance indicators may include
• Customer Satisfaction Rating
• Close-out time
• Document audit non-conformance levels
• Understanding of system by personnel
• Improvements implemented as a result of a corrective action identified in the process

Until next time...






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

Guidelines for Providing Feedback

Feedback is like reporting the score during a game. To be meaningful, it must be up-to-date. It isn't very motivating or effective to wait until tomorrow to tally and report the score of tonight's game. We want to know immediately where we stand and how we are doing. People can't take ownership of their processes and results if they don't receive feedback about how they are doing.

Feedback should be frequent, accessible to everyone, and easy to understand. Visual displays in the form of charts and graphs are far more effective than the written word. Feedback should go not only to team members, but also to other stakeholders (customers, managers, suppliers, other departments) whose decisions and behavior impact your team.

Until next time...







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