Our suggestion for completing a complaint handling review is to complete a thorough assessment of what your organisation is currently doing from when a complaint is received to when its resolved and not just focus on the root cause.
Here’s a simple step-by-step guide to help you complete a complaints handling review:
Work out what your objective is? What are you hoping to achieve by looking at your complaint handling rather than your route cause?
- Identifying ways to improve the process
- Increase CSAT
- Fix something that is broken in the journey
- Ensuring compliance with regulatory requirements
- Create more efficient processes
- Put a new service in place or create a way of collaborating across the whole business
Decide who should be part of the review to make it as comprehensive and collaborative as possible. Ensure that you invite a cross section of employees to take part in the process including executive level, customer facing and back office. Also include employees that touch the complaints process first hand such as customer service representatives, managers and quality assurance personnel.
You will need relevant data and insight related to complaints. This may include complaint records, customer feedback, staff interviews, call recordings, complaints data, customer segmentation data and business performance insights.
You will need to review the complaints handling policy and the complaints handling procedures.
Carry out customer journey mapping including analysis of customer goals, feelings, touchpoints and then the supporting systems, data and processes to identify pain points.
Review communication channels to identify what is fit for purpose against the customer journey and any user experience obstacles.
Carry out employee interviews to give context to the data and obtain a measure of understanding, accountability and empowerment.
Lastly speak to your customers to validate all of the internal data you have collated.
Create a report to support the review by documenting the entire complaints handling review process, including the objectives, methodology, findings, and recommendations. This documentation will be shared with relevant stakeholders, serve as a reference for future reviews and demonstrate your commitment to effective complaints management.
In summary, improving your complaint handling process can be quick, simple and completed in 5 easy steps. If you need support please get in touch, or see the rest of our website to find out how we can help you to improve and reach your full potential.
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