Element 3: Determine and agree upon Appropriate communication techniques may be related to: appropriate action to resolve complaint The use of active listening Identify and review options to resolve the The use of both open and closed questions complaint within enterprise policy, Speaking clearly and concisely procedures and guidelines Using appropriate language and tone of voice Agree and confirm action to resolve the complaint with the customer Giving customers full attention Demonstrate a commitment to the Maintaining eye contact in face-to face interactions customer to resolve the complaint Appropriate non-verbal communication in face-to-face interactions, e.g. Body language, Inform customer of outcome of investigation attention and personal presentation. of complaint and should include: Element 4: Refer complaints Conflict resolution techniques Identify complaints that require referral to Anger management techniques other personnel or external bodies Observation of personal safety. Refer complaint to appropriate personnel for follow-up in accordance with individual Organisational standards, policies and procedures may include: level of responsibility Complaints procedures Forward all necessary documentation Organisational standard report forms including investigation reports to appropriate personnel Job descriptions Refer complaints which cannot be resolved Code of ethics to an appropriate person Quality systems, standards and guidelines Insurance/liabilities policies. Documentation may include: Letters of complaint
Element 3: Determine and agree upon appropriate action to resolve complaint Identify and review options to resolve the complaint within enterprise policy, procedures and guidelines Agree and confirm action to resolve the complaint with the customer Demonstrate a commitment to the customer to resolve the complaint Inform customer of outcome of investigation of complaint Element 4: Refer complaints Identify complaints that require referral to other personnel or external bodies Refer complaint to appropriate personnel for follow-up in accordance with individual level of responsibility Forward all necessary documentation including investigation reports to appropriate personnel Refer complaints which cannot be resolved to an appropriate person Appropriate communication techniques may be related to: The use of active listening The use of both open and closed questions Speaking clearly and concisely Using appropriate language and tone of voice Giving customers full attention Maintaining eye contact in face-to face interactions Appropriate non-verbal communication in face-to-face interactions, e.g. Body language, attention and personal presentation. and should include: Conflict resolution techniques Anger management techniques Observation of personal safety. Organisational standards, policies and procedures may include: Complaints procedures Organisational standard report forms Job descriptions Code of ethics Quality systems, standards and guidelines Insurance/liabilities policies. Documentation may include: Letters of complaint
AM_Receive_&_resolve_cust_complaints_refined.docx