Professional Documents
Culture Documents
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’