An effective complaints handling system is essential in any organisation and there is always room for improvement.
Complaints aren’t necessarily a bad thing either, especially if you Use Complaints To Your Advantage. No matter what industry your organisation is in, your complaints handling is a key feature and a good one will make all the difference.
Here are some ways to improve yours…
Look At Your Culture
Your culture and attitude toward complaints within your organisation can say a lot about your handling process and is a great area to first look to improve.
To improve attitudes toward complaints, ask yourself these questions:
- Do you value the complaints you receive?
- Are your staff committed to delivering effective complaint handling?
- Is your complaints process user friendly?
- Are you putting the customer first?
Keep in mind that this should apply throughout the organisation; from those dealing directly with the complainants right to the top of management.
Review your Process
Your complaints handling should be a comprehensive and standardised process and making sure it is up to scratch is a sure way for improvement.
In your handling process, the complaint should be:
- Acknowledged
- Assessed
- Investigated
- Responded to
- Followed up
At the end of this process, you should consider whether it may be a symptom of any systematic issues.
Ditch The Spreadsheet
An effective complaints handling process should have an effective system to facilitate it. If you still rely on spreadsheets to handle your complaints, you’ll want to update your technology to improve your handling.
With Complaints Pro™, you can have the control and visibility of complaints, Incidents and Risks in a single integrated system. Being a cloud-based and industry-specific solution, you will be able to access complaint information across the organisation to guarantee quick responses and give you the ability to find and fix root causes.
To find out more, you can book a demo or a free trial to test it out or get in contact with the team today!
