Post on 16-Nov-2014
transcript
Complaint Complaint managementmanagement
Session objectivesSession objectives
Why customers complaint?Why customers complaint? Advantages of complaintAdvantages of complaint Complaint classificationComplaint classification Why complaint management-benefits Why complaint management-benefits
of resolving complaintof resolving complaint Complaint management systemComplaint management system
An organised and effective way of An organised and effective way of receiving, responding to, remedying, receiving, responding to, remedying, recording and using complaints to recording and using complaints to improve administrative actions and improve administrative actions and service provision. service provision.
A public service organisation needs good A public service organisation needs good complaint management in order to:complaint management in order to:
Effectively deal with and resolve an Effectively deal with and resolve an individual complaint; andindividual complaint; and
Use the learning from the complaint to Use the learning from the complaint to make improvements.make improvements.
What is Good Complaint What is Good Complaint Management?Management?
An Effective Complaint System An Effective Complaint System Will...Will...
Identify areas that need improvement (through Identify areas that need improvement (through proper recording and reporting measures, proper recording and reporting measures, identifying underlying causes, trends etc)identifying underlying causes, trends etc)
Provide opportunities to strengthen public Provide opportunities to strengthen public support for an organisation and,support for an organisation and,
Assist in the planning and allocation of resourcesAssist in the planning and allocation of resources A complaint handling system can also act as an A complaint handling system can also act as an
“extra” satisfaction measurement tool – it gives “extra” satisfaction measurement tool – it gives free market researchfree market research
Create a second chance to provide service and Create a second chance to provide service and satisfaction to dissatisfied customers / service satisfaction to dissatisfied customers / service usersusers
Why customers Why customers complaint?complaint?
Confidence & trust in suppliers capability Confidence & trust in suppliers capability to address the issueto address the issue
Suppliers has performed below his Suppliers has performed below his capability & resources unintentionallycapability & resources unintentionally
Exist emotional bond between the Exist emotional bond between the supplier & the customerssupplier & the customers
Advantages of complaintAdvantages of complaint
FeedbackFeedback Deficiency identificationDeficiency identification Generic defectGeneric defect Customers needs & perceptionCustomers needs & perception Market trends & behaviorMarket trends & behavior
Complaint classificationComplaint classification
FactualFactual Psychological & BehavioralPsychological & Behavioral Habitual/deliberateHabitual/deliberate Distraction typeDistraction type
Factual ComplaintFactual Complaint
Delay /Deficient performanceDelay /Deficient performance Quality warranty obligationQuality warranty obligation BreakdownBreakdown
Behavioral ComplaintBehavioral Complaint Lack of attentionLack of attention Lack of priorityLack of priority CarelessnessCarelessness Improper behaviorImproper behavior AttitudeAttitude Lack o cooperationLack o cooperation Lack of communicationLack of communication Can be seen more in service sectorCan be seen more in service sector
Habitual complaintHabitual complaint
CompulsiveCompulsive PublicityPublicity Negative attitudeNegative attitude Competitors jealousyCompetitors jealousy
Distractive complaintDistractive complaint
Aggression to protect against Aggression to protect against nonpaymentnonpayment
Non-adherence to suppliers Non-adherence to suppliers instruction manualinstruction manual
NegligenceNegligence Daly from owner leading to overall Daly from owner leading to overall
delaydelay
Benefits of resolving Benefits of resolving complaintscomplaints
SatisfactionSatisfaction InnovationInnovation
a.a. Design & engineeringDesign & engineering
b.b. Materials Materials
c.c. Test & procedureTest & procedure
d.d. Quality standardsQuality standards
e.e. Installation proceduresInstallation procedures LoyaltyLoyalty
Traps in Complaint Traps in Complaint HandlingHandling
Deaf earsDeaf ears Apology but no actionApology but no action legallegal
Art of managing Art of managing complaintcomplaint
1.1. Pls refer to the table given in book Pls refer to the table given in book 7.67.6
Management of behavioral Management of behavioral complaint-Phase Icomplaint-Phase I
Occurs because of the perception of the Occurs because of the perception of the consumerconsumer
Best handled PsychologicallyBest handled Psychologically Listen to the customer, remain calm & Listen to the customer, remain calm &
coolcool Show empathyShow empathy Acknowledge the customers Acknowledge the customers
unhappiness & inconvenienceunhappiness & inconvenience Apologize without accepting the blame Apologize without accepting the blame
ContdContd
Don'ts debate the factsDon'ts debate the facts Do not jump the hasty conclusionDo not jump the hasty conclusion
Phase IIPhase II
Put the facts before the customer. it Put the facts before the customer. it is better to be descriptive no is better to be descriptive no judgment on the situationjudgment on the situation
Language of the communication Language of the communication used should be simple, clear & used should be simple, clear & focused the issue raised by himfocused the issue raised by him
Suggested action planSuggested action plan
Management of Habitual Management of Habitual ComplaintComplaint
Examine without any prejudice in a Examine without any prejudice in a similar way like factual complaintssimilar way like factual complaints
In case complaint has no basis, In case complaint has no basis, Ignore itIgnore it
Management of Distractive Management of Distractive complaintscomplaints
Customers knows he is wrong on his Customers knows he is wrong on his part so he become more part so he become more aggressive ,try different postures to aggressive ,try different postures to make extra benefitsmake extra benefits
Spend disproportionately long time Spend disproportionately long time in solving this type of complaint in solving this type of complaint
Top management spend about 8o% Top management spend about 8o% of time in solving such type of of time in solving such type of complaintcomplaint
Procedure for handling Procedure for handling Distractive complaintDistractive complaint
Complaint should be handled by the Complaint should be handled by the concerned depatt, opinion of an independent concerned depatt, opinion of an independent expert should be takenexpert should be taken
If any substance found then treat it as a If any substance found then treat it as a factual complaintfactual complaint
If both the groups feels that complaint is If both the groups feels that complaint is without any basis .then involve the customers without any basis .then involve the customers in discussion in that case customers avoid in discussion in that case customers avoid face –to face Interactionface –to face Interaction
The supplier should make polite but firm The supplier should make polite but firm attempts to call the bluff of such customers attempts to call the bluff of such customers not by action but actions not by action but actions
Monitor and analyse complaintsMonitor and analyse complaints Include locally resolved complaints; complaints Include locally resolved complaints; complaints
that escalate through the system; and complaints that escalate through the system; and complaints going to the Ombudsmangoing to the Ombudsman
Report trends to senior management (standing Report trends to senior management (standing agenda items for Board meetings)agenda items for Board meetings)
Share learning with staff across departments Share learning with staff across departments
Identify common themes / issuesIdentify common themes / issues Use feedback from complaints to improve servicesUse feedback from complaints to improve services Demonstrate publicly how complaints have helped Demonstrate publicly how complaints have helped
to improve policy, procedures and services to improve policy, procedures and services
Learning from Learning from ComplaintsComplaints
End quoteEnd quote
‘ ‘ When complaints are freely When complaints are freely heard, deeply considered and heard, deeply considered and speedily reformed, then is the speedily reformed, then is the utmost bound of civil liberty utmost bound of civil liberty attained that wise men look attained that wise men look for’for’
John Milton Areopagitica, 1644John Milton Areopagitica, 1644