Handling Complaints

An Introductory presentation by Sumit Mathur (Jan 2014)

http://in.linkedin.com/pub/sumitmathur/5/686/b2 http://www.slideshare.net/sumitmathur80 http://analyze-visualize.blogspot.in/

Content
Types

and Sources of Complaints Probing reasons for complaints Handling the complaints

Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Types and Sources of Complaints

Complaints could be general or serious in nature

General Complaints Mostly handled by companys own management with/without involvement of third parties

Material Complaints Complaints regarding Professional Relationships

Serious Complaints Involving third party litigation proceedings

Fraud Sexual Harassment Others

Procedures and systems for handling the two categories of complaints are very different and must be carefully considered
Handling Complaints An Introductory Presentation by Sumit Mathur
http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Types and Sources of Complaints - General

1. What are the usually recurrent types of General complaints ?

Are they more on the material side ?

Very less manpower Very little office support, Inadequate office resources like seating spaces, stationery, tea, snacks, breakfast etc., Poor quality infrastructure

Are they more on the relationships side ?

In efficient subordinate/s Bad boss Disharmony with colleagues Poor relations with the clients/customers/other departments etc.
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Types and Sources of Complaints - General

2. Where are the complaints arising the most from?

Are there any specific Departments Offices Geographically located units Hierarchy levels Customers / clients A bit of analysis on the above two points would give a fairly clear picture on the key problem areas and paining nerves
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Probing the reasons for General Complaints

Material complaints

Could be ACTUAL shortages/ poor quality Could be PERCEIVED shortages/quality issues.

Actual shortages / Poor quality - should be addressed as soon as possible Cases of perceived shortages/perceived inferior quality need deeper consideration and careful handling

Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Probing the reasons for General Complaints

PERCEIVED Material complaints

Ex 1: A change in company policy to go paper less could actually pinch a large no. of employees, when every photo copy or hard print taken is logged in a system.

This is because this change reduces the comfort of freely copying or printing professional and/or personal material. Also they may think that their acts are being closely monitored

Ex 2: Plastic furniture and other material are often perceived less durable and weaker than metal furniture or metal framed wooden furniture.

However there are polymers in the market that have strength many times more than steel/iron. Perspective needs to be changed

Probing the reasons for General Complaints

PERCEIVED Material complaints

Ex 3: Stationery made from recycled paper is often considered inferior to the one made from fresh wood

From an environment perspective, recycled paper should be encouraged Several companies have gone all out building their brands around recycled paper

Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Probing the reasons for General Complaints

Complaints around Professional relationships

Deeper probing is required into the behavioural aspects of the employees. These complaints could be arising because of low employees' motivation

Employees may be finding difficulties in conducting themselves properly in the face of challenges arising out of

Skill gaps Knowledge gaps Attitude issues with some specific individuals at some particular hierarchical levels Dis satisfaction with compensation levels and compensation types Frequent changes in systems and procedures
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Handling General Complaints

General Complaints may be categorised into three groups

Minor Complaints - Immediately addressable, usually within a day or two by few people within a group or unit Intermediate level complaints - Need a time period of few weeks to few months and involvement of multiple stake holders within the organization Large complaints - That tend to affect the reputation and market standing of the company. Might involve multiple stakeholders both within and outside the organization
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Handling General Complaints

Based on the above classification, the management / concerned officials in-charge should evolve ways to address the various types of general complaints

Material Complaints (actual) would need deployment of financial resources in the shortest possible time Other General Complaints (Relation ship type and Perceived shortages/quality inadequacy) would require psychological and behavioural training of employees

Awareness needs to be created amongst the various employee groups in in a structured and planned manner, through series of Learning and development sessions
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Handling General Complaints Key points to remember

Internal commitment to timelines - for resolution of any Minor or Intermediate level complaint Ownership - for resolution of complaints should be clearly defined Necessary escalation system - must be in place and escalations must be done timely to ensure resolution of complaints

Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Handling Serious Complaints

Fraud , Sexual Harassment and Others

Internal reporting mechanism should be in place

Clearly defined ownership structure and escalation system Necessary third party reporting and compliance should be done Whistle Blower Protection and maintaining high confidentiality of identity of reporting person should be adhered to
Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/

Thank You

Handling Complaints An Introductory Presentation by Sumit Mathur

http://in.linkedin.com/pub/sumit-mathur/5/686/b2 ; http://www.slideshare.net/sumitmathur80 ; http://analyze-visualize.blogspot.in/