Customer - Development Challenges - Complaint handling

Complaint Handling

Using Development Challenges…

Development challenges are designed to encourage you to think about your performance, identify opportunities and take action to make improvements that will have a positive impact on your business.

This is a practical, hands on way of learning through experience and trying something different or new. Therefore the more you put into this the more you will get out in terms of your personal development.

 

You are challenged to…

The aim of this challenge is develop your ability to handle complaints, solve customers’ problems and create future business opportunities

 

This will allow you to experience:

     Listening intently to customer issues and looking at the situation from their perspective

     Identifying potential solutions to the issue

     Agreeing with the customer which is the best solution

     Supporting and empowering your team to handle complaints

You may have already learnt and demonstrated some of these things and therefore you will want to design your challenge and personal objectives to focus on the areas most relevant to you.

 

Sources of Reference

Whilst completing this challenge you may find it useful to refer to the top tip on:

     Complaint Handling

Customer - Development Challenges - Complaint handling

Self Coaching

Case Study

Consider the following questions in relation to this challenge and record your answers in the space provide. Working through each question will enable you identify the current situation and possible options you have for completing this challenge to reach a positive end result. You should then select which of the options you are going to put into action.

 

Goal

     What specifically do you want to learn/develop/achieve through this challenge?

     How will this improve you personally and your performance?

     How will you know when you have achieved your goal?

     What is your measurement of success?

 

 

Reality

     What do you know about this area already?

     What experience have you had of complaint handling before?

     What are your thoughts or feelings about undertaking this challenge?

     What is your motivation for learning these things?

      

      

Options

     What are all the options you have to achieve this challenge?

     Which is the best way for you to do this?

     Who do you know who could help?

      

Will

     What are your next steps and how committed are you to them?

     How will you feel once you’ve achieved it?

     How will it be different when you are confident and capable to do these things?

     What are your time-scales for completing this challenge?

 

 

Planning

In order to complete your challenge successfully it is important that you create a plan capturing each of the actions you need to take in order to achieve your goal. There are two methods of planning that you can choose from when completing this challenge, these are explained below.

 

Outcome, Performance and Process Goals

“Dreams without goals are just fantasy; goals without dreams are a waste of time”. This planning technique ensures we have both, enabling you to record your overall vision/dream, the performance measures to make the vision/dream a reality and the next steps required to ensure we achieve our performance measure. These are your outcome, performance and process goals.

 

An Outcome Goal (vision/dream) captures the overall vision that you have in terms of performance. For example you may want to grow profit year on year.

 

Performance Goals (performance measures) identify objectives / targets to achieve in specific areas of the business that will enable the overall vision to be achieved. One example is you may want to increase conversion to contribute to profit growth.

 

Process goals are all the next steps that need to be carried out in order to achieve a performance goal and in turn impact upon your outcome goal. For example you may want to observe and coach your team on approaching customers.

All of this information should be captured in the format shown below.