How equipped your team members feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your tenants are with your organisation’s complaint handling. As the Housing Ombudsman’s updated Complaint Handling Code becomes statutory and UK social housing organisations prepare to publish their Tenant Satisfaction Measures (TSMs), it’s important to review how confident people are about handling feedback and complaints.

We know from working with multiple social housing customers that people working in the sector are facing high demands. Our experience is that they are motivated to make a significant contribution while facing an ever-challenging environment shaped by pressures on residents, the economy, market forces, delays, resource challenges and backlogs. Many report to us that they consider themselves to be coping or surviving, doing the best they can, rather than managing well or thriving at work as they should be.

Handling feedback and complaints can be a significant contributor to team members feeling under pressure. To help them excel in complaint handling, there are some specific questions you can consider to ensure everyone is well equipped to manage anything that comes their way at work.

The questions to ask

Consider a situation where a customer has a significant complaint that they need to raise with your company which will require a robust and focused response.

1 – As that complaint is received either by the contact centre, on social media or in a face-to-face situation, what do you believe would be the immediate reaction or response from your people, what do you think you would see or hear?

2 – Are they in a good place and strongly positioned to respond confidently and positively, or do you see stress or overwhelm as they encounter the feedback or complaint?  

3 – Do you witness hesitance and uncertainty in how to handle that complaint; what words do they use… are they asking the right questions… do you see or hear them express an ability to take ownership and responsibility, and are they able to respond with confidence?

4 – What do you hear them saying about customers who are giving feedback or complaining? Is it respectful and empathetic towards the customer and the situation, or do they view complaints as a nuisance, unjustified or even a threat?

5 – Do people in your organisation have confidence and know when to escalate issues or ask for help if they are unsure of the best way forward?

6 – When you review more complex or escalated complaints do you see points along the timeline where intervention could have been taken to address the issue if those dealing with the situation had more empowerment, confidence or skill?

7 – Do you see your people coming forward with ideas and solutions on how to fix challenges and problems, or do they seem powerless to do anything meaningful, or try to avoid the situation?

Understanding the current mindset of your people and their thoughts and feelings towards handling complaints as well as their skill level to do so, is important to identify the development and tools they need to excel in their service.

As we consider the self-talk of individual service-givers in the moment of receiving a complaint, it’s vital that each one can feel supported and certain that the organisation will do what is necessary to fix the situation. They need to be confident in their ability to respond straightaway with the right words and swift action to demonstrate to the customer that their feedback is being taken seriously.

One tool from MGI’s Customer Service Toolkit will immediately empower your people with greater confidence and capability to respond to any complaint, criticism or feedback. We call it Glad > Sure > Sorry. It is a simple and powerful tool that when used authentically truly empowers and increases a service provider’s ability to respond in any feedback situation.

Click here to download a copy of our 1-page summary of this go-to tool for complaints and emails.

Being equipped with the right skills and resources will result in a workforce that is empowered with confidence and capability, safe in the knowledge that they have what it takes to deliver a positive, solution-focused response every time.

Find out how our Customer Service Toolkit can equip your people with the tools they need to excel at handling feedback and complaints.

Read our latest articles

Explore our latest blogs, written on topics to help you and your people thrive at work.

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Connect with us

Ready to discover what we can do for you?

Get in touch