Handling Complaints - An introduction by Sumit Mathur - Jan2014

8/13/2019 Handling Complaints - An introduction by Sumit Mathur - Jan2014

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HandlingComplaintsAn Introductory presentationby Sumit Mathur (J an 2014)

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





Types and Sources of Complaints - General1. 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.




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 fairlyclear picture on the key problem areas and paining nerves




Probing the reasons forGeneral Complaints

Material complaints

Could be ACTUAL shortages/ poor quality

Could be PERCEIVED shortages/quality issues.

Actual shortages / Poor quality - should be addressedas soon as possible

Cases of perceived shortages/perceived inferior qualityneed deeper consideration and careful handling




Probing the reasons forGeneral 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 photocopy or hard print taken is logged in a system.

This is because this change reduces the comfort of freely copyingor 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 perceivedless durable and weaker than metal furniture or metal

framed wooden furniture.

However there are polymers in the market that have strengthmany times more than steel/iron.

Perspective needs to be changed



Probing the reasons forGeneral 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 brandsaround recycled paper




Probing the reasons forGeneral 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 conductingthemselves properly in the face of challenges arising out of

Skill gaps Knowledge gaps Attitude issues with some spec ific individuals at some particular

hierarchical levels

Dis satisfaction with compensation levels and compensationtypes Frequent changes in systems and procedures




Handling General Complaints General Complaints may be categorised into three

groups

Minor Complaints - Immediately addressable, usuallywithin 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 multiplestake holders within the organization

Large complaints- That tend to affect the reputationand market standing of the company. Might involve

multiple stakeholders both within and outside theorganization




Handling General Complaints Based on the above classification, the management

/ concerned officials in-charge should evolve waysto 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 andPerceived shortages/quality inadequacy) would requirepsychological 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








Thank You


Documents

Handling Complaints - An introduction by Sumit Mathur - Jan2014