Assessment
Step 1: Your assessment
Make sure that you understand the customer’s problem.
- Look at the complaint from the customer’s point of view.
- Think about how you would be feeling if you were in their situation?
If you are unsure about what the complaint is about or what the customer expects from you, give them a call or arrange a meeting with them.
- Know when and how you can resolve a complaint straight away.
- Know when and how you can “fast track”.
- Know when and how you escalate or refer the complaint.
Think about...
- Is the customer having difficulty in communicating their complaint to you?
- Do they need an interpreter or translation help or information in a different format like Braille or audio-tape?
Some additional factors to take into account:
- Employees, contractors and service or product teams involved
- Time allowed for your evaluation and assessment
- Checklist of major and minor issues
- Check status of individuals - be aware of equalities issues, particularly where the problem involves a service failure
