Quality Service Management

Soliciting, tracking and handling complaints • Make it easy for customers to complain ⚬Solicit complaints through multiple channels • Respond quickly to complaints • Employee education and empowerment ⚬Strategic and financial value of complaints ⚬Appropriate coping and problem-solving skills • Complaints viewed as operational problems, strategic opportunities • Make complaints and complainers visible • Align quality measures, performance reviews, compensation • Reward complainers • Stop calling them ‘complainers’!