Introduction
About service has a client or a customer always appreciation . Either he finds them excellent, or just good ... or maybe he has a few comments, or even a point of major dissatisfaction. Someone likes to who hairdressers because ... Someone remarked about his stay in the hospital ... Someone does not want to that insurer return because ...
All customers can feelings of satisfaction have . All customers have now and then a point where they are less happy with.
If customers have the courage their personal dissatisfaction with respect to of our employees to make known , that is nothing strange , even very human! In fact we may to them even be grateful . That way we get some insight into shortcomings of our services and that is a gift for conducting a good policy .
The point is that we while work together and with the customer who has filed a complaint with the managers of our institution are responsible for a solution. This requires each of the workers with the necessary skills and willingness to learn by doing .
The user speaks !
Complaint shows one of the most important ways to correspond directly with the resident or his parent or legal guardian to communicate . It is unfortunate that we symptoms have no longer as a form of feedback appoint . Nowadays everybody is on stress management rather than stress reduction. Now, the same idea applies to complaints. We should - except in very special cases - not be tempted to seek to reduce symptoms , but consider complaints management or treatment. By complaining to our clients a direct and effective way to our institution make clear that there is room for improvement.
2 . What is a complaint?
a. an expression of expectations that are not met .
b. an opportunity for an organization to a dissatisfied customer satisfaction through a
failing support or service to repair .
c. a complaint can expressed be in all ways : oral , attitude , in writing , by telephone . We do not only a written expression of dissatisfaction to focus , there will be more signals over any shortcomings in the care obtained .
Why are we not happy with complaints ?
In daily life is sue equal to ' fuss to , "" whining , "" quibble "or even" against someone rage . " Most of us give other individuals or systems like the blame when something does not work . For complaints as "gifts" to consider , we must first accept that clients always have the right to complain , even if we find that their complaints stupid, unreasonable or discomfort.
Put yourself in the position of the customer : when we evidence of give complainants with suspicion to view , they will at least suspicious be or even the defense go through such gossip and as the good name of our organization compromise .
4 . What complain they ?
Experiences from other institutions shows that many concerns :
- the service itself
- organizational changes
- staffing
- Billing
- complaints
5 . How will it fare with our professional practice ?
Professional practice is and remains the basis of aid , but there are some pitfalls with associated :
• the client is subordinated to the professional goals of the employee
· instrumental, routinely act
The putting little room for the emotional aspects of care
Between client and employee , there is a difference in knowledge and opportunities . Additionally is what the employee important does not always match what the client considers important .
6 . It is not natural for a client to his dissatisfaction express
Complaining is an art. For many of our users , it shows a big commitment.
We speak of the complaint iceberg :
• 4 % plaintiff
· 71 % not complaining complaints
▪ 25% are not complaining severe symptoms
In order these figures to understand , we should understand that there are many barriers to complain :
· Fear of reprisals , fear of a further stelchtere service
· skills shortage . the necessary communication skills
order discontent to express (empowerment )
· unclear or cumbersome
· resignation ("I should be happy that I am being helped , everywhere there is something ... )
· dread the effort, because complaining requires energy
· taboo ( " complain do not , I do not want last post his )
· loyalty to the staff ( they've been so busy " ) , fear of negative consequences for the staff
· attitude of the employee , many employees experienced symptoms as threatening and react therefore accordingly
7 . A complaint -friendly policies
In our dealing with complaints should we use the following beacons to orient :
• a positive and active attitude the organization towards complaints
· Employees are responsible for handling complaints and shall include guidance and support
· accessible contacts who known to all are
Distinct arrangements for handling complaints
• the user is informed of the measures
· Complaint registered
· Complaint are a guide for improvements in the organization
8 . How will it fare in practice?
· First reception : " Thank you for us telling "
• It is not easy to immediately thank-you to say , but this is the only correct way of our attitude towards complaint to testify.
• The complaint will be by you handled or passed on to the appropriate person .
ACTION: unresponsive to the customer responds ! Customers are willing understand to spend if you them from the start, seriously.
· Combined with the customer data mapping :
• the damage or discomfort
• the facts and circumstances : who, what, when , where, how , why
· Does it have already occurred , precedents
• the expectations of the client
· Agreements on the further course
Make clear what will happen + time limit
· Research
· causes
· merits of the complaint
Option to correct (because the customer has departed from what he could expect)
• The correction proposals to the client and his consent ask :
· remedies : apology , repair , adjustment , compensation
· preventive measures
▪ where the complaint is unfounded, is discussed how the cooperation is in a satisfactory way from walking
° Implementation of the correction
• The closure of the complaint
Keys to the satisfaction of the client
Close with the other stakeholders
9 . open communication
Create a healthy balance if you have a comment as a complaint considers and communicate it to with the customer. You can help the customer by his example to make the complaint form.
You'll see grateful and do happy to something in return if there something nice done for them is ("you scratch my back , then I scratch yours " ).
We also receive as an employee the opportunity to address problems and that is in the best interests of our customers.
Finally, our customers feel good when their symptoms successfully have been treated , because they then managed feel to influence . They are for themselves emerged and have communication skills used to their live in own hands.
Source : Services Center Sacred Heart
About service has a client or a customer always appreciation . Either he finds them excellent, or just good ... or maybe he has a few comments, or even a point of major dissatisfaction. Someone likes to who hairdressers because ... Someone remarked about his stay in the hospital ... Someone does not want to that insurer return because ...
All customers can feelings of satisfaction have . All customers have now and then a point where they are less happy with.
If customers have the courage their personal dissatisfaction with respect to of our employees to make known , that is nothing strange , even very human! In fact we may to them even be grateful . That way we get some insight into shortcomings of our services and that is a gift for conducting a good policy .
The point is that we while work together and with the customer who has filed a complaint with the managers of our institution are responsible for a solution. This requires each of the workers with the necessary skills and willingness to learn by doing .
The user speaks !
Complaint shows one of the most important ways to correspond directly with the resident or his parent or legal guardian to communicate . It is unfortunate that we symptoms have no longer as a form of feedback appoint . Nowadays everybody is on stress management rather than stress reduction. Now, the same idea applies to complaints. We should - except in very special cases - not be tempted to seek to reduce symptoms , but consider complaints management or treatment. By complaining to our clients a direct and effective way to our institution make clear that there is room for improvement.
2 . What is a complaint?
a. an expression of expectations that are not met .
b. an opportunity for an organization to a dissatisfied customer satisfaction through a
failing support or service to repair .
c. a complaint can expressed be in all ways : oral , attitude , in writing , by telephone . We do not only a written expression of dissatisfaction to focus , there will be more signals over any shortcomings in the care obtained .
Why are we not happy with complaints ?
In daily life is sue equal to ' fuss to , "" whining , "" quibble "or even" against someone rage . " Most of us give other individuals or systems like the blame when something does not work . For complaints as "gifts" to consider , we must first accept that clients always have the right to complain , even if we find that their complaints stupid, unreasonable or discomfort.
Put yourself in the position of the customer : when we evidence of give complainants with suspicion to view , they will at least suspicious be or even the defense go through such gossip and as the good name of our organization compromise .
4 . What complain they ?
Experiences from other institutions shows that many concerns :
- the service itself
- organizational changes
- staffing
- Billing
- complaints
5 . How will it fare with our professional practice ?
Professional practice is and remains the basis of aid , but there are some pitfalls with associated :
• the client is subordinated to the professional goals of the employee
· instrumental, routinely act
The putting little room for the emotional aspects of care
Between client and employee , there is a difference in knowledge and opportunities . Additionally is what the employee important does not always match what the client considers important .
6 . It is not natural for a client to his dissatisfaction express
Complaining is an art. For many of our users , it shows a big commitment.
We speak of the complaint iceberg :
• 4 % plaintiff
· 71 % not complaining complaints
▪ 25% are not complaining severe symptoms
In order these figures to understand , we should understand that there are many barriers to complain :
· Fear of reprisals , fear of a further stelchtere service
· skills shortage . the necessary communication skills
order discontent to express (empowerment )
· unclear or cumbersome
· resignation ("I should be happy that I am being helped , everywhere there is something ... )
· dread the effort, because complaining requires energy
· taboo ( " complain do not , I do not want last post his )
· loyalty to the staff ( they've been so busy " ) , fear of negative consequences for the staff
· attitude of the employee , many employees experienced symptoms as threatening and react therefore accordingly
7 . A complaint -friendly policies
In our dealing with complaints should we use the following beacons to orient :
• a positive and active attitude the organization towards complaints
· Employees are responsible for handling complaints and shall include guidance and support
· accessible contacts who known to all are
Distinct arrangements for handling complaints
• the user is informed of the measures
· Complaint registered
· Complaint are a guide for improvements in the organization
8 . How will it fare in practice?
· First reception : " Thank you for us telling "
• It is not easy to immediately thank-you to say , but this is the only correct way of our attitude towards complaint to testify.
• The complaint will be by you handled or passed on to the appropriate person .
ACTION: unresponsive to the customer responds ! Customers are willing understand to spend if you them from the start, seriously.
· Combined with the customer data mapping :
• the damage or discomfort
• the facts and circumstances : who, what, when , where, how , why
· Does it have already occurred , precedents
• the expectations of the client
· Agreements on the further course
Make clear what will happen + time limit
· Research
· causes
· merits of the complaint
Option to correct (because the customer has departed from what he could expect)
• The correction proposals to the client and his consent ask :
· remedies : apology , repair , adjustment , compensation
· preventive measures
▪ where the complaint is unfounded, is discussed how the cooperation is in a satisfactory way from walking
° Implementation of the correction
• The closure of the complaint
Keys to the satisfaction of the client
Close with the other stakeholders
9 . open communication
Create a healthy balance if you have a comment as a complaint considers and communicate it to with the customer. You can help the customer by his example to make the complaint form.
You'll see grateful and do happy to something in return if there something nice done for them is ("you scratch my back , then I scratch yours " ).
We also receive as an employee the opportunity to address problems and that is in the best interests of our customers.
Finally, our customers feel good when their symptoms successfully have been treated , because they then managed feel to influence . They are for themselves emerged and have communication skills used to their live in own hands.
Source : Services Center Sacred Heart
Geen opmerkingen:
Een reactie posten