PENGURUSAN ADUAN - part 1

In general use, a complaint is an expression of displeasure, such as low quality service at a store, or from a local government, etc. In legal terminology, a complaint is a formal legal document that sets out the facts and legal reasons (see: cause of action) that the filing party (the plaintiffs) believes are sufficient to support a claim against another person, persons, entity or entities (the defendants) that entitles the plaintiff(s) to a remedy (either money damages or injunctive relief) - Wikipedia.

Book Excerpts: A Complaint Is A Gift

Printed with permission from Andrew Gibbons. "Mentoring, Team Leader Development, Management Development Programmes, Customer Service Development"

From: A Complaint Is A Gift
Janelle Barlow and Claus Moller
Berret-Koehler 1996 222 pages
ISBN 1-881052-81-8

P ix "The effective handling of complaints and good service recovery are, for many companies, the very best opportunities to show what they can really do for customers. In industries prone to unpredictable disruptions and in which many companies offer similar services, situations that demand a spontaneous response from the service provider are often the most dramatic means of demonstrating to customers that we really care about their concerns".

P 1 "No-one likes to receive complaints. Yet this is the method by which customers tell us how to run our businesses and our organisations".

P 3 "Customers frequently experience dissatisfaction. Employees, products, service strategies, and systems persistently get in the way of customers having a positive experience".

If businesses are truly interested in developing a customer-oriented culture, heightening customer care, or providing total customer service, then this dissatisfaction should be of central interest. One of the most direct and meaningful ways customers can express their dissatisfaction to companies is through what we have come to call a complaint. Too bad we didn't start by calling it 'customer feedback' ".

"Rather than falling prey to the seductive allure of complaint reduction, we need to talk about complaint management or handling, except in very specific circumstances".

P 4 "Complaints are one of the most direct and effective ways for customers to tell businesses that there is room for improvement".

P 13 "In order for us to treat complaints as gifts, we need to achieve a complete shift in perception and attitude about the role of complaints in modern business relationships. This requires separating the message of the complaint from the emotion of being blamed, which in turn, means understanding the dynamics of disappointed people and rethinking how complaints can help us to achieve our business goals".

"Customers who take time to complain still have some confidence in the organisation. Customers who complain, after all, are still customers. In most cases, it is a lot less hassle just to take their business to the competition, so those who do complain are showing some degree of loyalty".

P 14 "The moment individuals or companies give any hint that they view complainers with suspicion, customers will fight back. Or even worse, they may go away angry and not say anything to the company but tell everyone else they know - when the company has no chance to defend itself".

"Some individuals lack gracious skills and may appear inappropriate when they complain. They get nervous and may seem harsh, angry or even stupid. The service provider must learn to focus on the content of the complaint and not on the way the complaint is delivered. This is asking a lot of service providers, but if they can see complaints as gifts, then it really does not matter how the gifts are wrapped".

Sir Colin Marshall on the way things were at British Airways: "We used to try to ignore complaints.

We tried to make it difficult for the complainant by insisting telephone callers write in, and by adhering strictly to a rule book that allowed us to tell customers that they were at fault by breaking a BA regulation which they weren't even aware of".

P 15 "Businesses may never understand customer needs until there is some kind of product or service failure. Complaining customers tell the company what does not work once the product has been invented or as it is being sold or serviced".

The eight-step gift formula:

1. Say 'Thank you'.
2. Explain why you appreciate the complaint.
3. Apologise for the mistake.
4. Promise to do something about the problem immediately.
5. Ask for necessary information.
6. Correct the mistake - promptly.
7. Check customer satisfaction.
8. Prevent future mistakes.

"Most people never start by thanking someone for a complaint...your thanks should be as natural and spontaneous as the gratitude you express when you receive a present. Make sure your body language demonstrates that you appreciate the complaint and that you support your customers in their right to complain".

The above summary has been provided to you compliments of Andrew Gibbons


Saya dan Amy Joe beli (dan B A C A) buku ni semasa Janelle Barlow diterbangkan khas oleh Biro Pengaduan Awam untuk buat review di PICC, 2 tahun lepas. Saje jer nak bagitau, buku kami ada signature pengarang yang kami dapatkan semasa lunch semeja dengan beliau! Muntahlah jika mahu.

Jejaka di senario 2

Kisah yang agak benar:

Di Kaunter Perkhidmatan - senario 1:

pelanggan: selamat pagi, saya nak buat aduan

Pegawai: huh? apa lagi yang tak kena?

pelanggan: saya terima surat, suruh bayar. sudah potong gaji. apasal kena bayar lagi?

Pegawai: mana surat? 

pelanggan: nah!

Pegawai: tengok! potongan awak kurang, awak kena la tambah baki tak cukup tu! pegawai gaji awak pun bengong! tak ikut jadual pcb terkini. sebab tu lah tak cukup-cukup. dah! awak pi bank **** buat bayaran di sana.

pegawai - lantas tekan CT (counter terminal) untuk pelanggan seterusnya.

pelanggan - (dalam hati: aku terajang kang budak ni, kurang ajar kemain!)

Di Kaunter Perkhidmatan - Senario 2:

pelanggan: selamat pagi, saya nak buat aduan

Pegawai: selamat pagi tuan...puan, silakan duduk! Bagaimana boleh saya bantu tuan & puan hari ni?

pelanggan: saya terima surat, suruh bayar. sudah potong gaji. apasal kena bayar lagi?

pegawai: biar saya semak dulu (sambil mengambil surat yang diberikan oleh p/c)

pelanggan: saya tak faham la!

Pegawai: terima kasih sudi datang minta penjelasan.  ini peluang untuk LHDNM memberikan penjelasan yang sejitunya. Sebenarnya ini bukan surat tuntutan bayaran, ianya merupakan surat pemakluman atas potongan tuan setahun tahun 2009. ianya samalah macam statement yang bank hantar tiap tahun.

terlanjur tuan dah datang biar saya tunjukkan kedudukan cukai tuan dan puan seperti yang tuan lihat di skrin (sambil memaparkan kedudukan cukai p/c). memang potongan tuan terkurang sebanyak RM 35.70. semakan akaun isteri pulak menunjukkan terlebih bayar RM187.50 . saya boleh uruskan bayaran balik isteri terus sekiranya puan mengisi borang ini (sambil menghulurkan borang ke pada isteri p/c).

boleh saya cadangkan: jika puan sudi, puan boleh tolong bayarkan hutang suami dengan memberi kebenaran melalui borang yang kami sediakan ini. saya boleh terus uruskan pindahan kredit dari akaun puan ke akaun suami. baki kredit puan sejumlah RM 151.80 akan saya uruskan untuk pembayaran balik terus ke dalam akaun bank puan. lagi pun leceh kan, nak ke bank untuk buat bayaran sekecil RM 35.70 tu!

Pelanggan: isteri saya setuju. nasib baik kami datang hari ini banyak perkara dapat selesai sekaligus. dapat faham maksud statement ni, sahkan baki cukai kami, jelaskan hutang dan kemaskini no akaun bank baru. terima kasih!

pegawai: bukan itu saja, lain kali tuan & puan tak perlu datang ke kaunter sekiranya nak semak baki masing-masing. guna je perkhidmatan terkini kami e-Lejar dari rumah atau pejabat tuan dan puan.  sekiranya nak ubah alamat atau butir lain boleh gunakan e-Kemaskini. biar saya tunjukkan macam mana nak gunakannya. mula-mula......... .

ada lagi yang boleh saya bantu?

pelanggan: terima kasih, inipun dah lebih dari apa yang kami jangkakan. mudahnye urusan dengan LHDN, hassle-free betul. terima kasih!

pegawai: sekiranya ada lagi kemusykilan, tuan/puan boleh telefon Pusat Khidmat Pelanggan kami di 1 300 88 3010. terima kasih tuan, terima kasih puan.  (dengan senyuman).

nota kaki:

1. * some of the magic words to summarise The eight-step gift formula - the Remedial Action Plan
2. korang piqiark le kan.  Pegawai Khidmat Pelanggan kita kat kaunter bleh ke wat camni?

kami ada sediakan modul Pengurusan Kaunter Berkesan, sila tempah awal untuk ngelak kekecewaan, asalkan makan-minum dan penginapan cover, perjalanan kami tanggung sendiri. Serius ni.
 


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