The Golden Rules Of Complaint Handling


DO

  1. Listen
  2. Acknowledge the other persons viewpoint
  3. Apologise if appropriate
  4. Find a solution and move forward
  5. Agree action to be taken.

DO NOT

  1. Argue
  2. Pass judgement
  3. Try to win
  4. Pass the buck
  5. Forget to do what have promised

SIX STEP APPROACH TO COMPLAINT RESOLUTION

  1. Listen – do not argue
  2. Acknowledge viewpoint or inconvenience
  3. Go to the solution – do not dwell on the complaint
  4. Follow the complaint through
  5. Reach closure
  6. Be sincere

COMPLAINT FOLLOW UP

  1. Get all the necessary information
  2. Set time for call back or appointment to discuss the complaint
  3. If you make a telephone call and there is no answer make a note of the
    time and the date you made the call.
  4. Log all complaints and outcome
  5. Follow through and feedback to all necessary parties.
  6. Review policies to ensure that the same complaint does not happen again.

WHAT WILL YOU GET OUT OF IT ?

  1. You will have more confidence in dealing with the next complaint
  2. Your job will have more purpose
  3. Your job will be more rewarding and satisfying
  4. Your job will be easier
  5. Your job will be more interesting
  6. You will be valued by your employers, team members and patients
  7. You will enjoy testing and improving your skills

 

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