HIE network staff guidance - how to deal with complaints

 HIE network staff guidance:  How to deal with complaints

HIE network staff may from time to time have to handle situations where a customer is unhappy and wishes to complain.

The purpose of these guidelines is to help staff take responsibility for complaints in order to try to solve any problems quickly on the spot and, if that is not possible, to guide them through the Network’s formal complaints procedures.

The HIE Network views complaints as a positive thing, providing both useful feedback to help us make service improvements and an opportunity to turn an unhappy customer into a satisfied one.

Recognise a complaint

A complaint is an expression of dissatisfaction or grievance with any aspect of the Network’s wide variety of services. It can be verbal or in writing and just because a customer doesn’t use the word ‘complaint’ doesn’t mean that they aren’t actually complaining about our service.

Show interest

Listen carefully and objectively to the customer. Use the customer’s name and let them know you are listening. Give customers your name too. Always treat customers with respect.

Be sympathetic

Show that you understand how they feel about the situation and that you take the complaint seriously. Make it clear that you want to help.

Check your understanding

Repeating what the customer has said will help you make sure there are no misunderstandings.

Admit the problem if there is one

But say that ‘we’ made a mistake rather than ‘I’ or ‘they’. Apologise for any inconvenience caused.

Ask what the customer would like you to do

If the customer’s preferred solution isn’t possible, tactfully explain why and suggest alternatives.

Don’t be defensive

The complaint isn’t about you. Angry or upset customers may be reacting to other things that have happened that day.

Don’t just give ‘no’ for an answer

Always offer an explanation and other solutions.

Don’t place blame

Don’t blame the computer, the post or anyone else. Customers don’t care whose fault it was – they just want a solution.

Don’t make promises you can’t keep

The customer will be more disappointed later on.

Don’t make customers wait too long

If you can’t solve the problem immediately, tell the customer you will write or phone with progress reports until the matter is sorted out.

Dealing with angry customers

Let the customer ‘let off steam’ at first. After a while, gently start to speak. Take notes – this lets you get the facts, helping you to focus on the issue, not the customer’s emotions. Read back your notes aloud to the customer – explain that you want to make sure you understand everything.

 

Unacceptable actions by customers

The HIE Network’s policy on unacceptable actions by customers sets out the  Network’s approach to the relatively few customers whose actions or behaviour we consider unacceptable. If any customer displays actions or behaviour covered by that policy, staff should immediately consult their line manager.

Let the customer know they can make a formal complaint

Provide the customer with a copy of the HIE Network Service Charter that sets out the formal complaints procedure and let them know that these details are also available on our website.

Know the formal complaints procedure

Know the Network’s formal complaints procedure as set out in the HIE Network Service Charter, particularly:

• Formal complaints must be acknowledged within two working days
• Stage 1 is an investigation by the LEC area director or HIE director
• Stage 2 is an investigation by the HIE chief executive
• Customers have the right to make a complaint to the Scottish Public Services Ombudsman after exhausting the internal formal complaints procedure

Record the complaint

Pass details of any complaint to the Customer Service Manager in HIE who is responsible for the co-ordination of all complaints  – remember a formal complaint has to be acknowledged within two working days.