This step-by-step guide will help you prepare for the initial discussion when you think you may be able to resolve a complaint quickly.
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Step 1: Take time to understand
Listen carefully, to make sure you understand what the problem is. If it is not clear, ask questions.
Step 2: Clarify the impact
Ask what impact the issue is having on the person (or whoever they are representing) and acknowledge this. People react differently to situations, so ask rather than assume.
Reflect the language they use, focusing on any emotive words. For example, if they describe their experience as ‘a nightmare’, reflect this back, saying ‘You said this has been a nightmare for you – could you tell me more about how that made you feel?’
Acknowledging impact and how someone is feeling does not mean you accept that you, or your organisation, have failed or made a mistake. It shows that you are listening, and you understand how the situation has made them feel – regardless of whether anyone is at fault.
Step 3: Gather evidence
Ask the person for any evidence that supports the alleged impact so that if mistakes have been made, you can put them right as soon as possible.
Step 4: Acknowledge the complaint
Thank the person for telling you about their dissatisfaction.
Step 5: Ask what would put things right
When things do go wrong – particularly at the very early stages – people often want a simple acknowledgement, explanation, action and apology.
Ask the person how they would feel if you provided what they are asking for. For example, someone who says initially that all they are looking for is an apology may say that what they really want is your organisation to learn from what has happened.
Step 6: Explain what you will do
Tell the person what action you will take to look into the matter, and how long you think it will take.