Agent support manual

Complaints - negotiate a resolution

At this point in the complaint resolution process you will already have in your complaint file: bullet point.

• all the data related to the complaint , bullet point.

• an action plan to resolve the complaint. , bullet point.

Now you are ready to contact the customer and present your action plan to them. It is important to involve the customer at this stage to ensure that they are satisfied with the final outcome. You should: bullet point.

• inform the customer of how you are proposing to resolve the complaint , bullet point.

• if appropriate, present the customer with alternative proposals and allow them to select the one they prefer , bullet point.

• negotiate with the customer about any details they are still not satisfied with , bullet point.

• make sure that the customer agrees with the proposal.

Remember to use active listening and questioning techniques throughout the resolution process. Refer to the Questioning techniques and Active listening and empathy entries in this Agent support manual for more information.

Negotiate with customer

When you contact the customer, your action plan should be well-prepared. It may contain more than one option for resolving the complaint.

Be prepared for the customer to resist what you're offering. They may have their own ideas about a solution that is satisfactory to them.

Use active listening skills to find out how your customer feels about the solution. Questions such as:

 How does that sound?  

 Would that be convenient for you? 

will help you judge how your resolution proposal is being received.

Remember to show empathy towards the customer. They are possibly angry or concerned, and you need to be aware of this in your negotiations.

When your customer shows interest in any of the alternatives presented, you must seek agreement before proceeding any further.

 So, Mr Jones, you would like your plants replaced under our plant-back guarantee. Can I go ahead and take down the details, and organise a suitable time for us to come out to deliver them? 

Advise the customer of what you can offer, within company policy

Sometimes you will not be able to meet the customer's expectations fully, as this would involve you breaking a company policy. If you explain the reason for a policy, customers are more likely to accept the solution.

When referring to company policy...

Don't use company policy as an excuse to hide behind. This may antagonise the customer further.  I'm sorry, we can't help you as it is against company policy.  This is likely to anger customers. They are only being told that something is against policy, and not the reasons for the policy. It would be more useful to present some alternatives that Bushland Blooms can offer.

Record the agreed actions

It is very important to record the fact that the customer has agreed to your proposed resolution. Your record shows that the customer has understood and agreed to the action being taken to resolve their complaint. You should record: bullet point.

• any differences between your recorded action plan and the agreed solution, as negotiated with the customer , bullet point.

• how the customer indicated their agreement (for example, the customer agreed verbally to accept a replacement plant) , bullet point.

• the timeframes involved.

Remember, the more complex the complaint, the more likely that the customer will seek compensation. In some cases the complaint may be investigated by the Telecommunications Industry Ombudsman (TIO). If this happens, Bushland Blooms will be asked to present proof of actions taken on the customer's behalf during the complaint resolution process. The TIO will also request details of the customer's response to the actions. The records you keep during the resolution process provide this proof, so it is vital that your records are complete and clear.

For more information about the role of the Ombudsman, have a look at the Telecommunications Industry Ombudsman website.

At Bushland Blooms we record details of the action agreed to by the customer on the Customer database. bullet point.

• Open the database , bullet point.

• Click 'Customer Care' , bullet point.

• Select the customer you require from the list , bullet point.

• Details of the proposed action plan should already be recorded on the form under Action plan. , bullet point.

• Find the section marked 'Changes to action plan following customer contact'. Now note any changes resulting from your negotiation with the customer.

Offer an apology

Sometimes you will find that an apology is the only way you can proceed. Perhaps the customer: bullet point.

• simply wants to hear an apology or expression of regret for what has happened , bullet point.

• does not want to spend the time and energy necessary to implement the proposed solution , bullet point.

• realises that company policy prevents you from meeting their expectations , bullet point.

• feels that the resolution offered will not improve the situation.

When offering an apology:

Do word your apology carefully. If a customer chooses to pursue the complaint further the wording of your apology could influence the outcome , bullet point. be objective , bullet point. be sincere , bullet point. apologise for the inconvenience, NOT for causing the problem.  Mr Jones, I would like to apologise for any inconvenience this incident has caused you.    Mrs Reid, I am sorry for the inconvenience.    Mr Green, I am sorry you feel these options are not suitable for you.   Remember, at this point you may have no way of knowing whether your organisation is responsible for what has happened. You may be relying on the customer's version of events.

Don't accept liability or blame. This could be seen as being legally binding if the complaint is taken further. , bullet point. write a letter. At Bushland Blooms, you should escalate requests for written apologies to the Complaints department, who will attend to the matter. , bullet point. You must never send out any written correspondence without the correct authorisation.

Escalate call if you cannot reach agreement during negotiations

There will be times when you cannot negotiate a resolution with the customer. If this occurs, you will need to escalate the call to a colleague with the appropriate authority. Make sure you have recorded all the relevant information, any options offered to the customer and the result of any negotiations in the complaint file. This information will help the new person involved deal with the complaint efficiently and without angering the customer further.

Notify the customer that you will need to escalate the complaint.

For more information on escalating calls, see Refer, transfer and escalate in this Agent support manual.

At Bushland Blooms, you escalate to the following staff:

Remember that any request for compensation MUST be referred to the Complaints department. See Complaints - develop an action plan in this Agent support manual for more information.

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