how to deal with complaint

Business managers have to learn to deal with customer complaints, and they have to know how to deal with every single one of them. However, it is not just complaints made by the customers that managers should look out for, but also complaints by employees.

Employees that have encountered reoccurring issues, or have gone through a problem that needs serious looking into must inform the supervisors and managers as to what these problems are. Managers often receive employee complaints, and once they do, they have to understand how to deal with these because much like dealing with customer complaints, it has the potential to improve the business if they are seriously looked into.

Problems that Employees Often Complaint About

Here are some of the most recognized complaints that employees have against their employers:

  • No communication or lack of. This form of complaint is very common. In the event that employees find it very hard to get a word with their supervisors or managers, the reason would usually be because these employees might fear retribution. The harder it is to talk to an employer, the more likely that certain issues may arise that could lower productivity and performance quality.
  • Unfair pay. When an employee feels as if he or she has done more than other employees, yet receives the same amount of pay, then that’s when they begin to register complaints regarding their salary. One of the best ways that employees can learn how to deal with this type of problem would be pointing out their experience and achievements within the company.
  • Favoritism. Some employees might notice that the manager is heavily favoring a specific coworker. And in the event that the attention the manager is giving off to the employee is undeserved, there can be no doubt that the manager will be receiving more than one type of complaint regarding that matter. This can often lead to destroying employee morale as favoring one over the rest, especially if it’s undeserved, will compel the employees to work less or not even work at all.
  • Being overworked. This is another very common problems that employers encounter from their employees. Employees who feel as if they have too much on their plate may end up pointing out to their employer why it feels unfair that they have to work so much and end up getting paid very little. Some employees even request shift changes that suits them to keep up with productivity. Being overworked can create huge amounts of stress and can even result in losing a valuable employee.
  • Incompetent Managers. There will always be managers whose competencies lead employees to question how these people were able to acquire their position. One of the best ways that employees can complain about these people is by evaluating the manager through a feedback form and submitting it to higher authorities within the company. However, some employees can use the incompetency of some managers as an opportunity to shine and prove to senior management that they deserve the position of manager or even higher.

What to Do When Receiving Employee Complaints

Once the employer receives the complaint, it will dictate how the employer should act. So make sure to do the following when receiving any form of complaint made by employees:

  • Always listen to the complaint fully. When doing this, it makes the employee feel that his or her voice is heard, and sometimes that’s what all an employee could ever ask for. Listening carefully to the problem can help the employer get a better understanding on how to actually solve it.
  • The employer should try to ask as many questions as possible. By doing this, the employer can will be able to gather accurate information regarding the problem. So it’s best to try to ask questions regarding what the problem is, who caused the problem, where and when the problem happened, and  how it happened.
  • The employee must be required to submit the facts in writing. This is very important as the document will be used as proof in the event that certain events regarding the complaint arises. For example, if one requires proof regarding a discrimination case within the office, the employer can bring out the discrimination complaint form which contains all the information needed.
  • Advise the employee to not disclose the complaint to others. Complaints, especially ones that involve other parties, must be on a need to know basis to prevent unwanted gossip or rumors from going around in the office.
  • Remember to tell the employee that you will look into the complaint. Do not make promises such as solving the problem unless you actually do know how to do it.
  • When investigating the complaint, ask if there were any witnesses to the incident, then inquire about it to each and every one of them. Make sure to gather what you can, especially any important details regarding the incident such as who, what, when, and where. You can then compare the information to reveal the facts and the lies.
  • Obtain all the relevant documents. Gather all the files and information that will help determine the proof of certain claims regarding the incident.
  • Go through all of the evidence. Don’t just take the word of one person, and look into all the evidence to show the truth.
  • Go over the complaint by talking to the person who made it again. This can help clarify certain things or point out things that were missed out.
  • Discuss with your supervisor. Present every evidence regarding the complaint and ask for advice on what you should do to solve the issue, it may just help you decide on the right action to take.
  • Do the necessary action to solve the complaint. Whatever needs to be done, do it as soon as possible to prevent any future complaints.
  • Tell the employee that the issue was resolved if it was. If the complaint involves another person, then do not explain how it was solved.
  • If there is no basis for the complaint, then you may state to the employee why. This will help the employee as a learning experience.
  • Move one once the complaint has been handled. Do not dwell on the issue as it could make things more difficult.
  • Always document the result of how the complaint was handled. Whatever employee or staff complaint you come across, always record how it was solved, or if wasn’t solved, it will help you know what to do if a similar issue occurs in the future.

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