The Complaints Process

Transcription

1 The Cmplaints Prcess The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 1 -

2 Declaratin We believe the infrmatin in this dcument t be accurate, relevant and truthful based n ur experience and the infrmatin prvided t us t date. All infrmatin is prvided in gd faith, in cnfidence and in the best interests f SDI and ur clients. Please cntact Daniel Wd n + 44 (0) t discuss any questins r further requirements r research@sdi-eurpe.cm Prepared by Daniel Wd Head f Research, SDI The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 2 -

3 Cntents Intrductin... 4 What cnstitutes a cmplaint?... 5 The cmplaints prcess... 6 Step1: Receive and classify... 7 Step 2: Acknwledge... 9 Step 3: Investigate... 9 Step 4: Reslve and cnfirm Step 5: Respnd t custmer Step 6: Fllw up Step 7: QA and clse Summary Appendix A: Cmplaint lgging frm/screen Appendix B: Acknwledgement letter/ Abut The Service Desk Institute (SDI) The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 3 -

4 Intrductin T say that we nw live in a custmer service culture is t, put it mildly, an understatement. Tday, cnsumers are pushing fr higher levels f custmer service and excellence, and t enable them t d this they have mre tls and resurces than ever. In the past, when custmers cmplained abut substandard levels f service they wuld write a letter r try and cntact smene ver the telephne, with varying levels f success. With the explsin f scial media, the tables have turned and the pwer is increasingly in the custmer s curt. Cntacting a cmpany via twitter is increasingly becming an effective way f alerting cmpanies t yur issue. The reasn fr this is clear: In the past yu cmplained, and the cmpany s cncern is that yu wuld tell friends, family and clleagues abut yur pr experience. Nw they re cncerned that yu will tell the wrld and tarnish their name thrughut the scial media sphere. This is why cmpanies nw take cmments n Twitter very seriusly, and we can lk t numerus rganisatins such as, train peratrs, and prduct and service prviders like Sky BSKYB t see that this is the case. Whilst scial media has changed the rules f the game when it cmes t cmplaints, fr cmpanies and rganisatins, they might nt cnsider that they are playing n a level playing field. With the high visibility f custmer cmplaints, it s easy fr custmers t find shcking examples f cmpany incmpetence, withut necessarily knwing the whle picture. Sensatinalist tales f cmpany ineptitude may have valid reasns, but perhaps we are nt seeing the whle stry. Unless the custmer respnds t a cmplaint reslutin in a psitive way, then the trail will have appeared t have ended withut a suitable respnse. This is why it s mre imprtant than ever t ensure that yu have firm and rbust custmer cmplaints prcedures in place t reduce the risk f custmers making damaging cmments abut yu and the service that yu prvide. If yu can prve that cmplaints are handled prfessinally, that custmers are handled prfessinally and with respect, then the cmplaints lp is cmpleted. The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 4 -

5 What cnstitutes a cmplaint? This questin is key if we can t recgnise what cnstitutes a cmplaint, then hw can we ensure that we are taking the right and apprpriate actins? Firstly, it s imprtant t recgnise that there are tw types f cmplaints: verbal and written. Written cmplaints are easy t identify as they will either cme thrugh the cmplaints prcess, feedback frms r s. Verbal cmplaints are harder t identify and may need additinal training t ensure that the service desk are adept are picking up n them. Training t identify cmplaints shuld ideally be centred arund rle playing with cmplaining custmers s that the trainer can assess the team s ability t recgnise cmplaints. Understanding whether the custmer is cmplaining will require listening carefully t what the custmer is saying, the tne f their vice, and by asking if the custmer wuld like t lg a cmplaint. Asking this last questin demnstrates that the analyst has understd that the custmer is nt happy with the level f service delivered and has prvided the custmer with an pprtunity t escalate this further and create a frmal recrd. The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 5 -

6 The cmplaints prcess Belw is an example f a cmplaints prcess, which identifies the different stages thrugh which a cmplaint must be prcessed. Receive & classify Acknwledge Investigate Reslve & Cnfirm Respnd t Custmer Fllw up QA & Clse The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 6 -

7 Step 1: Receive and classify The first stage f the prcess is t ensure that all cmplaints are captured and that they are assigned t a specific categry; this will make it easy fr the service desk t identify what actin needs t be taken fr the cmplaint (i.e. classified fr escalatin, review and actin as required). Any cmplaint, issue r negative custmer interactin (regardless f whether they have been frmally lgged by the custmer r nt) must be lgged and classified fr actin All f these cmplaints must be lgged using the ITSM sftware (r ther apprpriate methd) All cmplaints must be classified and priritised as fllws: Pririty 1 Urgent. This is a cmplaint with a ptential high business impact. The SLA requires an urgent respnse t the custmer (3 wrking days at a maximum) This shuld be used sparingly fr majr issues where the custmer may be either a large natinal supplier, r any custmer wh is cnsidering mving their business away frm the cmpany. This culd als be used in a situatin where the custmer may be in a psitin t influence r make statements that wuld impact upn the cmpany brand r reputatin Pririty 2 Nn-urgent. This is a cmplaint with a lwer business impact. The SLA requires a respnse within - fr example - 5 wrking days. This shuld be the default pririty level fr cmplaints with individual custmers, as this allws a reasnable time t cllect infrmatin and create a balanced and reasned respnse The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 7 -

8 Pririty 3 Suggestins and feedback. These may nt appear t be cmplaints as such, but d require a respnse. Typical examples f these culd be I dn t like having t lg in twice t access my infrmatin can yu imprve this? This feedback is a vital cmpnent f service imprvement, and it s gd practice t fllw-up with custmers A reasnable timeframe wuld be acknwledgement within 5 wrking days and then peridic updates as and when applicable Discretin, flexibility and cmmn sense shuld be exercised in assigning a pririty t cmplaints The staff member lgging the cmplaint shuld review the cmplaint and justify and review the pririty with their line manager befre mving n t the next step f the prcess Line managers will decide n the apprpriate persn(s) t carry ut subsequent steps including investigatin All P1 cmplaints must be immediately escalated t the service desk manager The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 8 -

9 Step 2: Acknwledge The secnd step f the cmplaints prcess ensures that every cmplaint receives a frmal written acknwledgement, cntaining an expectatin f when they will receive a respnse and the persn whm the cmplaint is assigned t. All cmplaints, regardless f pririty, shuld receive a standard acknwledgement (by r ther apprpriate channel) and this respnse shuld leave an audit trail. As such it shuld be lgged in the ITSM tl s that its validity can be checked. P1 cmplaints shuld be acknwledged within 1 wrking day. P2 cmplaints within 3 wrking days. P3 cmplaints within 5 wrking days (fr example) Step 3: Investigate This is the part f the prcess where the fllw up f all aspects f the cmplaint is undertaken. This needs t be a thrugh investigatin t ensure that all f the key facts are identified and clarified. The pririty f the cmplaint will drive the timescale fr the cmpletin f this step f the prcess All areas f interactin and cmmunicatin shuld be established (wh, what, when, why) and dcumented where pssible t ensure cnsistency and thrughness The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved - 9 -

10 Step 4: Reslve and cnfirm This step f the prcess ensures that the final reslutin is clear and fair. This part f the prcess als needs t cnfirm the actin and reslutin with anther senir member f the rganisatin. Ensure that the prpsed reslutin meets crprate guidelines and des nt prejudice the cmpany in any unnecessary legal r financial manner Dcument the prpsed actin and discuss and agree with service desk manager, peratins manager, head f IT (as apprpriate) Discuss and review the slutin frm bth the crprate and custmer viewpint t ensure fairness and clarity The review shuld include recgnitin and dcumentatin f any underlying issues that have cntributed t the cmplaint and recmmendatins fr actins t prevent further ccurrence This shuld then be reviewed as part f SLA and custmer satisfactin reviews Step 5: Respnd t custmer Prvide the custmer with a reslutin within the defined timescale The details f the findings and prpsed reslutin shuld be clearly explained (in written r verbal frm as apprpriate) t the custmer If the custmer is unavailable, a time shuld be agreed between the tw parties Step 6: Fllw up Ensure that cmplaints are fllwed up t cnfirm that custmers are satisfied with the respnse given. All pririty 1 cmplaints must be fllwed up within a reasnable timescale The decisin n whether t fllw up pririty 2 cmplaints shuld be at the service desk s discretin The nature f the cmplaint will determine wh shuld perfrm the fllw up (service desk, custmer relatins team etc.) The fllw up shuld determine: Is the custmer satisfied with the respnse? Did they feel that their cmplaint was prperly and fairly handled? Any negative respnses t these questins shuld be escalated t the apprpriate parties r persn fr actin and direct fllw up with custmers The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

11 Step 7: QA and clse Ensure that the rganisatin as a whle is aware f cmplaints and any underlying issues. Plan actins t remve these and future reccurrences. The actins taken and the lessns learned shuld be fed int the service imprvement plan (SIP) All cmplaints shuld be reviewed mnthly as part f the SLA/custmer satisfactin meetings Any cmplaints where actin can be taken t avid reccurrence must be acted upn and raised with the apprpriate managers/teams acrss the rganisatin The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

12 Summary Cmplaints are a vital cmpnent f custmer service and service imprvement. If custmers are cmplaining t us, then this means that they have smething t say. It may be a difficult transitin t get t the pint where yu actually welcme and value cmplaints, but yu must adapt and value them if yu want t drive service imprvements and quality thrughut yur supprt rganisatin. Being mature in regards t the actins that yu take as a result f cmplaints including cmprehensive feedback and fllw-up will vastly imprve yur credibility and identify areas where yu can imprve. The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

13 Appendix A: Cmplaint lgging frm/screen Key details required Raised by Cmpany staff member receiving and lgging the cmplaint Date Date and time received Cmplaint cde Classificatin f cmplaint type Cmplaint reference N. System generated Custmer name Custmer name Custmer address Custmer address Custmer cntact number Custmer cntact number Service cntract type Custmer s current cntract (if any) Prduct r service referred t Fault r PM The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

14 Descriptin Descriptin f cmplaint details Business impact Descriptin f impact n custmers business/peratin Pririty Cmplaint pririty 1 urgent 2- nn-urgent Acknwledgement Date letter sent Owner/assigned t Crrective actin/reslutin Details f findings and prpsed slutin Reslutin cnfirmed by Date and wner Custmer cntacted Date and wner Custmer fllwed up Date and wner Key Issues identified Lng term actins required Issues and actins accepted SAL/CSAT team Date and wner The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

15 Appendix B: Acknwledgement letter/ Dear XXXXXX, Thank yu fr cntacting us tday with yur cmplaint/prblem. We are srry that yu have had t d this, and aplgise fr any incnvenience this has caused yu. We view cmplaints as psitive and helpful feedback and will d everything we can t reslve this fairly and quickly t yur satisfactin. We aim t respnd t yu within 3/5 days/2weeks with a suitable reslutin. Shuld yu need t cntact us again regarding this matter, yur reference number is xxxxxxxx. I lk frward t reaching a suitable reslutin t this matter, and thank yu again fr taking the time t raise this with us. Yurs (Owner) The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved

16 Abut The Service Desk Institute (SDI) Funded in 1988 by Hward Kendall, the Service Desk Institute (SDI) is the leading authrity n service desk and IT supprt related issues, prviding specialist infrmatin and research abut the technlgies, tls and trends f the industry. It is Eurpe s nly supprt netwrk fr IT service desk prfessinals, and its 800 rganisatin members span numerus industries. Acting as an independent adviser, SDI captures and disseminates creative and innvative ideas fr tmrrw's service desk and supprt peratin. SDI sets the best practice standards fr the IT supprt industry and is the cnduit fr delivering knwledge and career enhancing skills t the prfessinal cmmunity, thrugh membership, training, cnferences, events and its publicatin SupprtWrld magazine. It als ffers the pprtunity fr internatinal recgnitin f the supprt centre peratin thrugh its glbally recgnised Service Desk Certificatin audit prgramme. The Cmplaints Prcess Cpyright SDI 2012 All Rights Reserved