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