Complaint Management by dtj80147

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									      Complaint
      Management
Dolly Konzelmann    ICSA Toronto Chapter President
                    President, Cutting Edjj Consulting


Don Scott      Sr. Consultant, Cutting Edjj Consulting
Today’s Contact Centre Environment
   Focus is on productivity goals and measurements
   Employees are trained to follow scripts, to meet
    standards, to consistently treat each customer in the
    same way
   Enquiries become complaints, or complaints become
    escalated often because of the way they are handled
   Complaints are viewed as problems rather than
    opportunities
   Service delivery is increasingly being automated
What Employees Want
 Respect
 Feedback
 Appreciation/Trust
 Recognition
 Empowerment
 Mentoring/opportunity to learn
Survey Results –
       What Customers Want

   Positive Experience
   Resolution
   Value
Positive Experience

   Ease and convenience to access
   Listen to their specific needs – not cookie
    cutter responses
   Assurance someone takes ownership
Resolution

   Willing to wait
   Customized solution if necessary
   Fair solution for me
Value
   Organization values their business
   Compensation for hardship
   Their voice to be heard
The Complaint “Gap”


  Standardized
  Complaint
  Resolution
  Process
Foundation for Effective Customer
Service & Complaint Resolution
   Clear and consistent corporate
    commitment to service
Commitment to Service?
Foundation for Effective Customer
Service & Complaint Resolution
 Clear and consistent corporate
  commitment to service
 Recognition that the Customer is #2
Foundation for Effective Customer
Service & Complaint Resolution
 Clear & consistent corporate commitment
 Recognition that the Customer is #2
 Employees who know
     What to do
     Why they should do it

     How to do it

     Care about what they do
Do your CSRs know WHAT to do?
   Do they understand the company’s commitment
    to customer service - has it been effectively
    communicated?
       Sent       Received       Understood       Remembered
   Is the complaint management process clearly
    documented?
          Are policies and procedures in place to support the process
   Do they know their role in the complaint
    management process?
          Role and responsibility descriptions up to date
Do they know WHY they should
do it?

   Do they see how their role, process or action fits
    in the bigger picture?
   Do they know how their actions impact customer
    satisfaction, that they can make a difference?
   Do they receive regular feedback on customer
    satisfaction measurements?
   Do they know the value of a customer to the
    organization?
Do they know HOW to do it?
 Have they been properly trained?
 Do they have the tools & information they
  need?
 Are they empowered to resolve the
  complaint?
Properly Trained
 Individual goals & expectations
 Key policies & procedures
 Product/service knowledge
 Call handling
 System
Training Methods
 Idle time training
 Updates & bulletins
 Team meetings
 Mystery calls
 Coaching
 Quizzes
Do they CARE?
   Do they receive frequent and consistent
    feedback?
   Do they believe that the organization cares?
   Are recognition and reward programs aligned to
    re-enforce behavior?
   Do they feel valued and supported by the
    organization?
Effective Coaching
   Specific
   Focuses on behavior
   Honest
   Actionable
   Two way communication
   Timely
   Consistent
                       Employee
                       Satisfaction
          What   Why
Mission
                        Complaint
Vision                  Resolution
Values
          Care   How


                       Customer
                       Satisfaction
Foundation for Effective Customer
Service & Complaint Resolution
 Clear & consistent corporate commitment
 Recognition that the Customer is #2
 Employees who know
        What to do
        Why they should do it

        How to do it

        Care about what they do

   Alignment of metrics
Alignment of metrics
             Employee
             Satisfaction




    QA                      Customer
  Measures                  Satisfaction
Industry Best Practices
   Top three action items that have helped
    your staff in handling complaints?

   What is your biggest challenge in handling
    complaints?
Thank you!
   ICSA Toronto Chapter - workshops,
    certification, networking, seminars/webinars,
    newsletter
    For a copy of presentation, contact Dolly Konzelmann at
    dolly@icsa.on.ca, 905-477-5544 or visit our website for
    more info: www.icsa.on.ca.

   Cutting Edjj - recruiting, consulting, training

								
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