Complaints can be complex, lengthy and require discussion and explanation. Understanding and relationship management is an important part of complaint management.
It can be very frustrating for the complainant to have to repeat the same thing to different people and to try and develop a relationship when the contact within the organisation keeps changing. It is frustrating and can impact the complaint resolution.
TIP:
- If possible, one person (a different person at stages 1&2) should be a consistent point of contact throughout each part of the process – in both Stages 1 and 2.
- That person should pick up the phone as soon as the complaint is received and follow up in writing (through whichever method the complainant requests). They should give a clear time frame and stick to that.
- Phone contact helps to humanise and de-escalate the complaint in many cases (moving the complaint away from the keyboard) and keeps a clear route of communication through the process.