How do you handle complaints?
Communicating with members involves dealing with their complaints!
There are a number of reasons why members complain and they may be....
Or they may just be in a hurry.
BEST PRACTICE
When dealing with complaints a lot of the same communication rules apply that we have already looked at.
However, there needs to be a greater deal of sensitivity and empathy.
We will take a look at some best practice when handling complaints by letter and phone.
RESPONDING TO COMPLAINT LETTERS
Dear Mr J
I have received your letter and I’m very disappointed that you felt the need to complain.
I have looked at your records and we have dealt with your case within timescales allowed by disclosure regulations so we haven’t actually don’t anything wrong.
I agree that we are at fault for not keeping you informed of progress and that things have taken quite a long time so I’m sorry about that. If you are not happy with the service then please contact your HR department as they will be able to tell you is you are eligible to use the IDRP procedure.
Yours sincerely
Administrator
How would you feel if you got a letter like this in response to your complaint?
We previously looked at projecting the right attitude on the phone, can any of these steps also be used in letters?
OPENING PARAGRAPH
I have received your letter and I’m very disappointed that you felt the need to complain.
The opening paragraph of a letter sets the tone and in this case it is very abrupt and unprofessional.
This member felt the need to complain regardless of whether you think it is justified.
State the purpose of your letter and frame letters in the right context, using appropriate language and tome to acknowledge their feelings and convey that you understand the complaint. This immediately puts them in the right frame of mind to accept your message.
Acknowledge the complaint and thank them for contacting you and bringing the matter to your attention.
FACTS
I have looked at your records and we have dealt with your case within timescales allowed by disclosure regulations so we haven’t actually don’t anything wrong.
Investigate the case, compile the facts and check for accuracy so that you understand why the member is complaining and whether or not it is justified.
Acknowledge the problem using empathy.
This paragraph is too defensive and doesn’t explain anything. It also uses jargon – the member probably has no idea what disclosure regulations are.
DON’T ADMIT LIABILITY
I agree that we are at fault for not keeping you informed of progress and that things have taken quite a long time so I’m sorry about that.
The letter should apologise and sympathise but under no circumstances should you admit liability. Sympathise with the fact that they have cause for complaint without accepting the blame. Use sentences like....
Explain your perspective of the situation and if they are wrong, tell them in a polite and informative way for example:
Use the impersonal "we”, "us” and "our” rather than "I” to depersonalise the situation. The complaint is usually against the company not an individual, even if an individual is responsible.
OWN THE PROBLEM
If you are not happy with the service then please contact your HR department as they will be able to tell you is you are eligible to use the IDRP procedure.
Don’t blame the problem on others, accept responsibility and own it!
Complainants are only interested in you owning the problem and rectifying it. Blaming other people, departments or processes only discloses weaknesses and undermines integrity.
State the action you are taking to rectify the situation. Reasonable people understand that mistakes or delays occur, they will be pleased that you are sorting it out.
This response has not resolved anything and is not helpful. All members are entitled to go down the IDRP route and details of the procedures will be in every scheme’s handbook so you can explain what it is and provide the necessary forms for them to complete.
However, always try to resolve the matter with the complainant amicably. Do default to the IDRP or present it in a way that suggests it might be the correct next step.
COMPLAINTS BY PHONE
When someone is complaining by phone, how should you handle it?
Here are 7 steps to projecting the right attitude on the phone.
1. THANK YOU
Thank the person for contacting you and bringing the matter to your attention.
They may have received poor service previously from us or from others, the amount of pension they have been quoted may not have met their expectation or whatever they are complaining about is simply happening at an inconvenient time.
No-one makes mistakes on purpose, there may not even have been a mistake.
Remember they have the right to complain!
2. LISTEN
Listen to what they are saying, particularly their emotions and the emphasis being placed on certain things.
This will help you identify what is causing them to be angry or frustrated etc. so that you can concentrate on the primary problem.
3. BE PATIENT
Be patient and don’t interrupt, particularly when they’re in full flow!
Wait for the waves of emotion to recede.
Acknowledge the problem then speak softly and in a steady tone.
Don’t enter into a verbal battle as they won’t be listening.
Express empathy but don’t acknowledge any fault.
4. FOCUS
When the person has calmed down and is listening to you, focus on the problem.
5. REPEAT
Make sure you are addressing their concerns and repeat the problem.
Reiterate the priorities as per your understanding.
Ask them to confirm your understanding.
6. OWN THE PROBLEM
Yes that’s right, regardless of the situation take ownership of the problem.
Explain the action to be taken and that you will personally look into it and follow up on their concerns.
If a person is angry or frustrated don’t say you need to refer it to another department, that will make them feel like they are dealing with someone who is powerless to help which may make the angry or frustrated again.
7. IT’S NOT PERSONAL!
Complaints are not personal so don’t take them personally.
At the end of the conversation thank them for their understanding, this ends the conversation on a positive note.
And remember....... you have taken ownership so follow up on the actions
