Complaint

management
 Session objectives
 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?
 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
 Aggression to protect against
nonpayment
 Non-adherence to suppliers
instruction manual
 Negligence
 Daly from owner leading to overall
delay
 Benefits of resolving
complaints
 Satisfaction
 Innovation
a. Design & engineering
b. Materials
c. Test & procedure
d. Quality standards
e. 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
 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
 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
 Examine without any prejudice in a
similar way like factual complaints
 In case complaint has no basis,
Ignore it
Management of Distractive
complaints
 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
 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
 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