cse0_250309 ©[email protected] effective complaint handling belfast 25 th...
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CSE0_250309©[email protected]
Effective complaint handling
Belfast
25th March 2009
Clement De SouzaPrincipal Consultant & Lecturer
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CSE – 4.3
4.3.2 Easy to use + commitment
4.3.3 Staff training
4.3.4 Learn from mistakes
5.3.5 Review
5.3.6 Process
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Effective Complaints Management
Responding effectively to customer complaints and feedback
Analysing causes of complaints and working on them to prevent recurrence
Learning more about yourself and your customers and acting on that knowledge
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Attitudes and Response to Complaints
Negative
Positive
Ignored
Rationalised
Reacted to
Responded to
Encouraged
Welcomed
Listened to
Defended
Denied
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Complaint ManagementProcess: Key Elements
CustomerInput
Fix ImmediateProblem
InformCustomer
AnalyseData
Record &DocumentComplaint
ImprovementAction on
Root Causes
Measure &Monitor
Feedback toand fromCustomer
CustomerInterface
ComplaintAnalysis
Prevention &Continuous
Improvement
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Is Customer complaints handling the same in:
The private sector?
The public sector enforcement agencies?
The public sector non-enforcement agencies?
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Pre-requisites
Ensure commitment to act at all levels
Blame-free culture that has a positive perception of complaints
Complaint handling process well understood
All understand their roles and have received appropriate training
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Hierarchical Customer ExpectationsBuckingham and Coffman:
Level 4 ADVICE
Level 3 PARTNERSHIP
Level 2 AVAILABILITY
Level 1 ACCURACY
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Managing the Customer Interface - Success Factors
Empowered staff with clear authorities
Effective internal communication
Providing data to front line staff handling complaints seen as a priority
Commitment to respond to customer within agreed timescale
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Sources of Complaint Data
Customer letter
Customer telephone call
Direct to front line staff
Report/feedback cards
Help lines
Customer Driven
Supplier Driven
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Complaint Analysis
Pareto Analysis by:>Products/service type>Customer>Problem type
Isolate high frequency or high cost complaint areas
Investigate and discover root causes (possibly using improvement teams)
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Possible CausesHuman error (in production or service)
Poor training
Poor attitude
Poor design
Inadequate systems
Incapable equipment
Misuse
Misunderstanding
“Trying it on”
Staff
Customer
Organisation
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Problem Prevention &Continuous Improvement
Eliminate root causes
Avoid blame
Measure performance
Communicate with the customer
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Complaints Handling Measures
Cycle Times• Reply to customer• Resolve immediate problem• Eliminate root causes
% of complaints resolved in target time
Cost of complaints
% of complaints for specific issues (trends)
% of customers satisfied with how complaint was handled
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Critical Success Factors
Commitment to action
Blame-free, positive attitude to complaints
Seek customer feedback from all sources
Encourage, don’t just react
Don’t shoot the messenger
Analyse and isolate root causes
Constant feedback and communication with the customer