Start by seeing how your people manage complaints…
Organisations in both the private and public sectors are continually on the lookout for new ways to balance the challenge of improving customer service whilst containing, or reducing, costs.
- Customers can’t usually choose to go somewhere else for their services
- Services may be subject to legislative procedures and processes
- Councils can’t choose not to provide services to unprofitable customers.
The sharp end of customer service: complaints management
With this in mind, let’s take a look at the ‘sharp end’ of customer service – managing complaints. This is where your people can really get put under pressure.
Employees create your customer service experience
This is where the discussion returns to your staff.
Councils’ improvement journey should start with complaints
Organisations that deal with complaints effectively experience a greater degree of satisfaction and loyalty from their customers . That concept is something elected politicians and loyalty marketing people both understand.
- Understand your employees’ views. Their attitudes, perceptions and opinions on managing complaints are defining the experience you’re delivering.
- Provide positive leadership from the top. Both elected politicians and managers at all levels set the example that employees will follow in their attitude towards complaints.
- Create a positive, supportive culture of complaints. Help your people to rise to the challenge and achieve their best in the most difficult of circumstances.