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Managing complaints

Posted on 8 July '14 by , under People.

Allowing your staff members a clear avenue to express any complaints they may have is beneficial for a number of reasons. It will mean that you are in touch with what is happening in levels or departments of your business that you do not deal with on a day to day basis. Another advantage is that your staff will feel empowered and that management hears their concerns. This is likely to improve overall job satisfaction and promote a positive workplace culture.

Here are some tips for managing complaints:

-The system for dealing with complaints should have a clearly outlined time frame in which each complaint must be addressed

-You should always avoid entering into an argument with an employee who is presenting you with a complaint

-You need to gather your facts carefully and impartially. Let you employee know when they can expect a response from you

-Thank the employee for being open with you and encourage them to keep the lines of communication open in the future