Term Paper on "Complaint Scenario about Vehicle Repairing Violation"

Term Paper 4 pages (1200 words) Sources: 3

[EXCERPT] . . . .

Complaint Scenario About Vehicle Repairing Violation

Goals in handling the Complaint

A complaint is defined as an expression of dissatisfaction related to the product and services offered to the customer. An effective strategy to handle the complaint is to provide an excellent service to identify a method to resolve problems and keep loyal to customers. The goal of complaint handling is to resolve issues that have been raised by Mr. Noseeum in a cost-effective and timely ways. The goal in handling this complaint is also to provide appropriate remedies that will resolve the problem between the two contending parties. Moreover, effective complaint handling is to improve the service delivery, when complaints are handled properly, it leads to an improvement of service delivery, improves the reputation of individuals or organizations handling the complaints, and strengthen public confidence in their administrative processes. Thus, the goal of complaint handling is to implement an equitable and free procedure to settle a complaint.

An individual settling the complaint must be customer focused, should be opened to feedback, be committed to seeking appropriate conflict resolution method, and has a commitment to communicate to all the clients and stakeholders. The goal in handling the complaint is also to provide the objectivity and fairness in the complaint process resolving it in an unbiased manner, which will help the complaint handling process to be fair and reasonable. A confidentiality is also critical when handling this complaint. Typically, personal information of the complainant should be kept confidential, and used only for the purpose of settling the complaint.

Communication Skills and other skills to be Employed in this Complaint

Different communication skills should be employed in this complaint. Listening skill is the first communication skill to employ in this complaint since it is critical to listen to what people are trying to say. Moreover, it is essential to listen carefully to what the compliant is trying to say, and identifying the root problems that need to be solved. Moreover, effective communication skills are the skills to handle the complaints. It is essential to respond well to questions asked and be able to communicate about the issue that will lead to the solution to the problem. A problem-solving skill is essential to solving the conflicts. A persuasion skill is another skill needed to make others accept the solution proposed. Customer service skills are also essential to resolve this complaint and maintain a relationship with the other parties.

Criteria to decide whether to Act on this Complaint

The criteria to use in deciding whether to act on this complaint are as follows: The complaint must be in the public interest. Moreover, the complaint must be within the scope of the administrative act. Another criterion is to decide whether the action of one party leads to the acting of misconduct, and a delay will lead to an injustice.

Other resources Personnel to Contact or Consult

To resolve the conflict between the two parties, the complaint handling officer should be consulted because he understands the management of conflict, and he makes decisions in the resolution process. Moreover, I will consult other people who have appropriate skills in the mediation of conflicts. The information that needs to be collected from these people is to be used to settle the dispute amicably. It is also essential to consult complaint guideline checklist to guide me on the appropriate strategy to resolve the conflict.

Documentation Needed to make a determination concerning this matter

I will need different documents to help making a decision about this matter. First, I will contact the insurance company to determine whether Mr. Noseeum has… READ MORE

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