Improve,your,complaints,handli business, insurance Improve your complaints handling performance
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If you do some reading on complaints handlingyou must be thinking of improving your complaints handling skills or those ofyour team. Most writers on the subjectfocus on the need to approach the customer who is complaining withempathy. What is empathy?Empathyis a word often used but I wonder how well understood it is. At a recent course we were running oncomplaints handling we posed this question. Asking delegates to define empathy proved interesting. It was clear to me that the word sympathy andempathy were being confused.Sobefore I can establish empathy with you, I need to know what empathy is. The dictionary definitions vary but touchupon: understanding of another's situation and feelings. This is different to sympathy which is more aboutfeelings of pity or sorrow for the distress of another. Definitions also mention compassion.Sowhen dealing with complaints I am aiming to be empathetic to understand andanticipate the behaviour of the customer. It is in effect standing in the showsof the customer. So much for theconceptual discussion. How does that work in practice?How does empathy work?Takea complaint about some flowers not being delivered by a florist. The customer plucks up courage to complain. He is stressed by the simple process ofcalling. He does not know how the call will be received and naturally expectsthe worst. He has complained before to other shops and been fobbed off. The customer swallows hardand calls the shop to say the bouquet has not arrived. Theuntrained inexperienced call handler might say: Thank you for telling me aboutthis. What can I do to put this right?Thecall handler is trying to be helpful and resolve the situation. However, the result from the customer is toraise their voice, their heart beats faster, they are getting angry. This call is off to a bad start. The problem cannot be made right. The flowers were not delivered and a anniversary celebration diminished by it. Picturethis as an alternative this response: Imsorry that we havent delivered the bouquet as we expected. I understand that must be difficult for you, embarrassingand annoying, let me try and do something about that right now. To do that may I have your name and thedelivery address please?Thisis more likely to strike a chord with the customer. Did you spot the:· empathy? · identification with the distress of thecustomer? · apology too? What about the control of the call? I mean that in the sense that the callhandler was leading the conversation towards resolution. This was helped by asking a closed questionto gain control. All this was done in ahelpful, assertive but friendly way. Clearly there is more to do, but this positive approach will send the message to the customer that the call handler wants to try and resolve the complaint and understands their emotions.Soyou can see a dose of empathy is good news for complaints handling, but thereis more to it. Ill be tackling anotheraspect of complaints handling soon.AtReduce Complaints training people to handle complaints well is our business sowe are not short of material to help the complaint handler.Happycomplaints handlingAlison Miles-Jenkins
Improve,your,complaints,handli