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- 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/
When you define precisely what you want, you will have a much better chance of getting it than when you do not have clear goals. "Activities without goals are like journeys without destinations."
Why is measurability the key to goal success? If it is not measurable, it is not a goal; it’s a dream or a wish! You can turn wishes and dreams into achievable goals by creating SMART goals which are Specific, Measurable, Achievable, Realistic & Time-bound.
Top performers considered themselves intensely “goal-oriented”. Think of 3 business goals you want to achieve, complete our "Business Goals Worksheet" and share your SMART goals.
Until next time...
Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/
SMART Goals are specific, measurable, achievable, realistic, and time-bound. It is much more likely that you achieve your goal if you make it a SMART Goal ("I will lose 15 pounds by May 31 by eating fewer fats and desserts, more fruits and veggies, walking briskly for 45 minutes 3 times a week, and weighing myself weekly") as opposed to what I call a New Year's Resolution ("I will lose weight this year").
- Specific - Consider the difference between, "We want to sell more contracts than have ever been sold within this company," and "Our goal is to sell 20,000 units by March 15." Specific goals paint a much clearer picture for people and let them know exactly how they are doing in achieving them.
- Measurable - Most goals should be quantifiable and measurable. If not, they are probably wishful thinking rather than a goal and not likely to be attained.
- Achievable - Although challenging, goals must not discourage team members who may conclude that they are impossible or too difficult to attain. Goals need to cause people to stretch but be perceived as "doable."
- Realistic - Goals should be realistic and within reach. Team members must believe that the goal can be accomplished and be willing to commit to the goal.
- Time-Bound - A goal should also have a timeframe for its completion. This will vary depending upon the nature of the goal. However, without a timeframe, there is not pressure to compel people towards its accomplishment.
Until next time...
Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/
