Complaint Management

Complaint management

Session objectives    

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Why customers complaint? Advantages of complaint Complaint classification Why complaint management-benefits of resolving complaint Complaint management system

What is Good Complaint Management?

An organised and effective way of receiving, responding to, remedying, recording and using complaints to improve administrative actions and service provision. A public service organisation needs good complaint management in order to:  Effectively deal with and resolve an individual complaint; and  Use the learning from the complaint to make improvements.

An Effective Complaint System Will... Identify areas that need improvement (through proper recording and reporting measures, identifying underlying causes, trends etc)  Provide opportunities to strengthen public support for an organisation and,  Assist in the planning and allocation of resources  A complaint handling system can also act as an “extra” satisfaction measurement tool – it gives free market research Create a second chance to provide service and satisfaction to dissatisfied customers / service users 

Why customers complaint? 

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Confidence & trust in suppliers capability to address the issue Suppliers has performed below his capability & resources unintentionally Exist emotional bond between the supplier & the customers

Advantages of complaint     

Feedback Deficiency identification Generic defect Customers needs & perception Market trends & behavior

Complaint classification    

Factual Psychological & Behavioral Habitual/deliberate Distraction type

Factual Complaint   

Delay /Deficient performance Quality warranty obligation Breakdown

Behavioral Complaint        

Lack of attention Lack of priority Carelessness Improper behavior Attitude Lack o cooperation Lack of communication Can be seen more in service sector

Habitual complaint    

Compulsive Publicity Negative attitude Competitors jealousy

Distractive complaint 

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Aggression to protect against nonpayment Non-adherence to suppliers instruction manual Negligence Daly from owner leading to overall delay

Benefits of resolving complaints   a. b. c. d. e. 

Satisfaction Innovation Design & engineering Materials Test & procedure Quality standards Installation procedures Loyalty

Traps in Complaint Handling   

Deaf ears Apology but no action legal

Art of managing complaint 1.

Pls refer to the table given in book 7.6

Management of behavioral complaint-Phase I 

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Occurs because of the perception of the consumer Best handled Psychologically Listen to the customer, remain calm & cool Show empathy Acknowledge the customers unhappiness & inconvenience Apologize without accepting the blame

Contd  

Don'ts debate the facts Do not jump the hasty conclusion

Phase II 

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Put the facts before the customer. it is better to be descriptive no judgment on the situation Language of the communication used should be simple, clear & focused the issue raised by him Suggested action plan

Management of Habitual Complaint 

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Examine without any prejudice in a similar way like factual complaints In case complaint has no basis, Ignore it

Management of Distractive complaints 

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Customers knows he is wrong on his part so he become more aggressive ,try different postures to make extra benefits Spend disproportionately long time in solving this type of complaint Top management spend about 8o% of time in solving such type of complaint

Procedure for handling Distractive complaint 

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Complaint should be handled by the concerned depatt, opinion of an independent expert should be taken If any substance found then treat it as a factual complaint If both the groups feels that complaint is without any basis .then involve the customers in discussion in that case customers avoid face –to face Interaction The supplier should make polite but firm attempts to call the bluff of such customers not by action but actions

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Learning from Complaints Monitor and analyse complaints Include locally resolved complaints; complaints that escalate through the system; and complaints going to the Ombudsman Report trends to senior management (standing agenda items for Board meetings) Share learning with staff across departments Identify common themes / issues Use feedback from complaints to improve services Demonstrate publicly how complaints have helped to improve policy, procedures and services

End quote ‘ When complaints are freely heard, deeply considered and speedily reformed, then is the utmost bound of civil liberty attained that wise men look for’ John Milton Areopagitica, 1644