Effectively Managing Complaints

Effectively working complaints

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Aminah Sahal

Empower

Why do we record complaints?

As an energy specialist you need to…

To record a complaint, you should accurately collect and record:

Your response and advice given

Up to date contact details and how they want to be contacted.

Summary of what’s wrong, including what the customer wants to happen and when.

The date of the first time they told us they’re unhappy - backdating if necessary - Use account events to find out when they made us aware of these issues

Most appropriate Complaint Category and Sub Category - NOT every complaint should be logged as Customer service

ALSO any documents / photos / emails, should be copied or attached into the complaint notes.

Any actions and timescales you’ve agreed on together (both you and the customer) i.e arranging a date to next get in contact with the customer and sticking to it.

Click me!

Field Services Complaints

Same day complaints

OTOR Complaints

This is when a customer’s issues are relating to subjects the ombudsman cannot rule on such as; -Payment or bill frequency, Advanced payments, Our tariffs and prices, The cost of a chargeable job e.g smart meter removal and Migrating to E.ON Next.

What is a one day closure?A one day closure is any complaint that is resolved right there and then or within 24 hours of being logged. We should aim to resolve all complaints within 24 hours.

Anything that is in relation to a job, or an error/ mistake made by the engineer or in relation to an appointment we can liaise with Field Complaints

Updating a complaint

So any interaction with the customer once a complaint has been raised should be recorded as a New contact even when the complaint is being resolved. If you receive a call from the customer please ensure you update the complaint even if it is not assigned to you as this will help out the complaint handler Again the Next review date will automatically populated. You don’t have to wait until the review date to update the complaint it’s just the date we should ideally make contact with the customer by to give them an update on the complaint. To finish off just hit add contact and the update will be applied to the complaint. We do not need to write “checking complaint or updating complaint every 10 days, we should be making contact with the customer to let them know the status of their complaint. The complaint should be updated periodically with every step you have taken.

+ info

How to check if it has been 8 weeks?

Our customers can go to the ombudsman if we have not dealt with with their complaint within 8 weeks

56 days

8 weeks is the time frame deemed long enough for us to fix an issue.

8 Week letter

What happens after 8 weeks?

We make our customers aware of this by sending them a letter or an email to let them know when their complaint has reached 56 days

No Contact process

Closing a complaint without agreeing this with your customer should only be done as a last resort

How to follow the correct process:

What to consider when trying to contact a customer?

What a no contact letter should look like?

When to close a No contact Complaint?

How to prevent lost contact?

No Contact process

Timeline

Day4-9

Day 2

Day 3

Day 1

Day 10

No response from first two contacts, send a letter to the customer advising that we will close complaint 10 working days from first contact (Day1)

Called customer in the AM no answer, email sent

Close complaint with date stated on letter at 4:30pm.

Called customer in the PM no answer so Email sent to customer chasing when it would be best to contact them

Check the complaint daily to see if the customer has tried to call in or replied to emails.

Deadlocking a complaint

What can we / cant we deadlock

Deadlock letters

How to communicate with your Customer

When to Deadlock

What we need to do in Kraken

When not to deadlock

Soft Skills

Listening – Key tips

Sincere Apology

Proposing a resolution

Taking Action - Compensation

Taking Action

Follow up

Examples

Customer Service

EBSS

SMART

Hot topic at the minute! Click below to see an example of a well handled EBSS complaint

Regular contact is key with these complaints. Click below to see a great example

Click below for examples

Call Example

Learning session 1 // Quiz

Check what you know

go!

Remember the complaint wouldn't be closed in this situation. We would deadlock and ensure a deadlock leter is sent!

If we are confident we have explored all reasonable options to close which have been rejected we can deadlock the complaint sending a deadlock letter with next steps

Summary

As an E.ON Next ES its our job to manage complaints ideally from start to finish where possible!

Achieved

Complaints are important feedback for the business and therefore needs to be correctly logged

To improve

Regular contact with complaint customers in imperative!

SUMMARY

We need to constantly update complaint file with all steps we are taking to resolve

No contact process must be followed when we are waiing customers to resolve a complaint

Deadlocking a complaint is the very last resort and should be run through with your manager before agreeing to deadlock.