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Complaints are often difficult and time consuming jobs but also provide useful information about things (several times ) go wrong . And efficiently addressing these complaints sources even time , money and runaway customers save .

to Complaints properly interpret and handle , knowledge / understanding is essential. Invest in the proper recording and professional handling of complaints. The results will twice over pay back . Business and production processes are better quality and angry customers walk do not away but feel understood.

Here are some tips on where to look for when assessing the causes and handling of complaints?

Imprecise , wrong expectations

Complaint source No. 1 is unclear about what has been agreed and delivered would be . Related to this are the wrong expectations of the complainant. That was quite something else in mind or completely different conclusions. It will be clear this with communication has to do . In the worst case, there was no communication or mere miscommunication . Then the misconceptions about content , duration , finish etc. Where the provider something perfectly clear , that does for the customer is certainly not the case. Always check that your contact person the same for eyes like yours Leave flyers , brochures , offers etc. by an outsider to read .

Complaint as signal

A complaint was not harassment or difficult bragging customers . The expressed complaint is initially a signal that something has gone wrong . There's ( possible) improvement and quality gains if you yourself a mirror to hold . If the complaint is inappropriate or that the complainant is right and what is to take in the future?

Gossip as a signal

Quite a few complaints about companies are in the gossip and rumor mill. If they but stay around sing will their harmfulness to . There is not a cure : immediate in complaints jump and an open atmosphere which complaints simply expressed can be . Then it naturally surfaced .

Complaints Protocol

Handling of complaints is often wrong because there is no conclusive protocol. Such a protocol describes minimal: the level at which complaints are handled in proportion to the seriousness of the complaint , the manner of recording , how long the whole procedure is allowed to take , who is responsible for finishing , how and when the complainant an acknowledgment host and response. This protocol should within the organization be known .

Seriously

Take complaints seriously. The complainant feels misunderstood and / or angry if you do not listen carefully and compassion . Only then do it see what now actually went wrong and who else something will have to do. Leg symptoms always writing and give the complainant it a copy of .

Complaints handlers

There are two types of complaints officers : one counselors and of the staff dealing with the procedural finish. Trusted lowering the threshold for the complainant and provide such assistance in substantiating a complaint. The complaints handler functions more as guardian of the process. Small businesses can function well together , in great often need both. Make employees aware of how with complaints to deal . This requires some education / training, because complainants sometimes excited are is an cursusje mediation or aggression wisely. Mediation ( mediation) is a proven method complaints to handle . Many interbranch have disputes that provider and client to appeal . The hiring of an mediator outside in any case cheaper than going to court .

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In practice, too many complaints too high to be deployed, ie, immediately to the supervisor or a complaints committee. It is wiser to the complaint first to the normal level of settlement to pay . This facilitates the solution and the complainant and the accused come together often better than the boss anyone but the same does . Goes it really wrong then professional help is desired . In most cases this will for legal aid go , in some circumstances, a psychologist or coach also help. Make sure you are in any professional help behind the hand.

Source : dealerinfo.nl