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Complaint Management Excellence by Sarah Cook

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10

Creating an environment that promotes high performance

Complaint handling is not easy. Dealing with unhappy customers on a daily basis and championing the voice of the customer throughout the organization can be stressful. In some customer-relations departments, attrition can be particularly high and employee morale can be rock-bottom.

In this chapter I address how to create a positive environment in the workplace where people go above and beyond the call of duty to deliver excellent customer service. In particular, I look at the role of the manager in supporting and challenging the team members, providing coaching and feedback, and understanding what motivates their team.

The ideal complaint handler

The ideal complaint-handling team member ...

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