130520 silver summit for ng os 2013-handling complaints effectively
TRANSCRIPT
![Page 1: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/1.jpg)
繆少群
Annita Mau香港調解聯盟副會長
20-5-2013
C o p y r i g h t © A n n i t a M a u
銀髮服務研討會2013
『有效處理投訴 - 轉危為機』
![Page 2: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/2.jpg)
投訴是……
![Page 3: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/3.jpg)
![Page 4: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/4.jpg)
![Page 5: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/5.jpg)
![Page 6: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/6.jpg)
![Page 7: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/7.jpg)
![Page 8: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/8.jpg)
All rights reserved. PMCC 2012 38 38
![Page 9: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/9.jpg)
投訴是生活
投訴是習慣
投訴是文化
投訴與服務:如影隨形
![Page 10: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/10.jpg)
“投訴是對一個機構,其相關的產品、服務或投訴處理
過程表達不滿,而是明確或不明顯地期望有解決方案”
BS ISO 10002:2004
當客戶對所獲得的產品或服務感到不滿,或與其期望不
符時,投訴便會產生
因此,服務提供者需要提供:回應:解決方法、改正措
施、賠償 9
投訴的定義
![Page 11: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/11.jpg)
期望 服務
![Page 12: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/12.jpg)
衝突,投訴,不滿 : 一般處理方法???
![Page 13: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/13.jpg)
權力
權益
解決方法
需要
![Page 14: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/14.jpg)
![Page 15: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/15.jpg)
投訴 : 權益 需要
8
解決衝突方式
![Page 16: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/16.jpg)
我有權 …… 我需要……
![Page 17: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/17.jpg)
45
認識需要
Maslow:
Physiological
Safety
Belonging / love
Esteem
Self-actualization
45
![Page 18: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/18.jpg)
機制
人員
行動
處理投訴的指導原則
BS ISO 10002:2004
![Page 19: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/19.jpg)
管理層的承擔
政策(有關服務/產品的品質及處理投訴的手法)
責任及權力(指定的職員), 包括酌情權
設立投訴途徑
16
處理投訴的框架
![Page 20: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/20.jpg)
可以到哪裡投訴
可以用什麼途徑投訴
誰負責接受投訴
投訴人需要提供什麼資料
處理投訴的程序
程序中不同階段的時間表
投訴人可獲得的改正方案
投訴人如何得知投訴的進程及結果 19
處理投訴的程序
![Page 21: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/21.jpg)
編號
初步投訴內容
描述投訴事件及相關文件
要求
被投訴的產品或服務或人員
回覆最後限期
個別人士、部門、分店、機構的資料
跟進投訴處理進度
20
投訴的記錄
![Page 22: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/22.jpg)
所有職員應
在接待投訴人時注意自己的崗位、職責
熟悉處理投訴程序及提供給投訴人的資訊
上報能影響整個機構的重要投訴個案
所有有機會接觸顧客及投訴人的職員應
接受處理投訴的訓練
依據投訴處理機制
以有禮的態度對待顧客,回應投訴及轉介到相關職員
有良好的人際關係及溝通技巧
訓練職員
![Page 23: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/23.jpg)
確認收到投訴
投訴的初步評估(嚴重性?牽涉安全問題?複雜
性?影響力?立即採取行動的可能 / 需要 ?)
調查投訴個案(力度應相等於):
發生次數
投訴的嚴重程度
複雜
影響
21
行動
![Page 24: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/24.jpg)
調查之後
回應: 改正,避免它再次發生
如果未能立即解決:應傳遞有效率去解決的態
度
就投訴後所作出的決定及相關行動通知投訴人
及相關職員
22
回應投訴
![Page 25: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/25.jpg)
如投訴人接受建議中的決定或行動,投訴個案
便會結束並存檔
如投訴人不接受建議中的決定或行動,投訴個
案會存檔,通知投訴人替代方案
機構應繼續監察投訴的進展情況,直到用盡所
有合理的內部和外來資源或投訴人已滿意
23
結束投訴
![Page 26: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/26.jpg)
歸類及分析(結構性,重複性,個別事件,
趨勢)以了解和消除投訴的根本原因
24
分析及評估投訴
![Page 27: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/27.jpg)
1. 框架 : 承擔,政策,職員權責
2. 途徑
3. 培訓職員
4. 程序
5. 機制
6. 記錄
7. 行動 : 回應,結束,分析及評估
預防 : 以後不再發生
這一類投訴
總結 - 投訴
![Page 28: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/28.jpg)
幾種難于應付的投訴人
![Page 29: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/29.jpg)
感情用事者
特徵: 情緒激動,或哭或鬧 建議: 保持鎮定,適當讓投訴人發泄 表示理解,盡力安撫,告訴投訴人 一定會有解决方案 注意語氣,謙和但有原則
29
![Page 30: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/30.jpg)
濫用正義感者
特徵: 語調激昂,認爲自己在爲民盡力 建議: 肯定投訴人,並對其反映問題表示感謝
30
![Page 31: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/31.jpg)
固執已見者
特徵: 堅持自己的意見,不聽解釋 建議: 先表示理解,力勸站在互相理解的角度解决問題,耐心勸說
31
![Page 32: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/32.jpg)
有備而來者
特徵: 一定要達到目的,瞭解有關法律法規,甚至會記錄處理人談話內容或錄音 建議: 處理人一定要清楚服務政策及有關規定,語調充滿自信,明確表達誠意
32
![Page 33: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/33.jpg)
有社會背景、宣傳能力者
特徵: 通常是某重要行業高層,電視臺、報社記者、律師,不滿足要求會曝光 建議: 謹言慎行,小心使用文字 要求無法滿足時,要迅速及時上報 熟習處理傳媒技巧
33
![Page 34: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/34.jpg)
鎮定
理解
感謝
耐心
誠意
謹慎
用理???
用情???
處理難于應付的投訴人???
![Page 35: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/35.jpg)
![Page 36: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/36.jpg)
Empathy同理心
Emotion management情緒管理
Epiphany靈機一觸
情 --- VITAMIN E
![Page 37: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/37.jpg)
HATRED
ANGER
NEW YORK TIMES:
SURVEY ON MOST
TWITTERED NEWS???
![Page 38: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/38.jpg)
憎恨
憤怒
![Page 39: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/39.jpg)
你自己
你唔可以阻止別人憎你!!!
你唔可以阻止別人怒你!!!
誰可以阻止你憎人???
誰可以阻止你怒人???
![Page 40: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/40.jpg)
工作開心……投訴減少……機構形象提高……
![Page 41: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/41.jpg)
14
投訴處理不善,演變成???
東方日報
2012-01-09
![Page 42: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/42.jpg)
![Page 43: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/43.jpg)
尋求協助
處理投訴服務
調解服務
香港調解聯盟
www.mediationalliance.hk
如果自己不能處理……
![Page 44: 130520 silver summit for ng os 2013-handling complaints effectively](https://reader033.vdocuments.us/reader033/viewer/2022052906/558cd79dd8b42a87228b474a/html5/thumbnails/44.jpg)