Webinar - Complaint Handling - Best Practices
Answered by- David Lim
The complainant may be very upsetting this point in time may be you know they are very sensitive, or so we just don’t know. Let us say, whatever you reply or respond to the complaint, first we have to Thank them for sharing their experience and reporting it to us. Also we have to say nicely that the information for the manufacture is to have the necessary information to have as part of the record and then Thank them for sharing any additional information or their experience they may have.
I think if we go any further or voluntary, that may potentially make them even more upset or angry because we don’t want to sound like we are trying to justify that company product has nothing to do with the Complaint. This is when we are contacting them through email. But if we are contacting them over the phone ,please note that the complainant may be recording.
I know that during conference call, Papa John’s CEO and even another Companies CEO Billionaire had to resign because they used the ‘N’ word, be careful when you communicate. what we say may be broadcasted to the Public. So even we if we call and talk to the complainant please make sure that you have a procedure and process that what should be communicated and what should not be communicated, so that incase the complainant is recording, then such communication may be shared through YouTube or Twitter and it could cause some interesting issues later. So employees who handle complaints has to be well trained.