Question

Rearrange the steps below into the correct/logical sequence. Draw a flow chart using the correct/logical sequence.

13 STEPS (NOT IN SEQUENCE)

Receive complaint either verbally or in writing.
If verbal, apologize to the client.
If written complaint, send the client an acknowledgment of complaint received.
Refer complaint to the correct staff member/supervisor.
Investigate complaint. Follow up with the client and receive feedback.
Identify possible solutions.
Find a solution to the verbal complaint.
Record the verbal complaint, as well as the solution offered.
Record the complaint and solution.
Implement the plan - solving of complaint.
Communicate with the client to discuss alternative solutions.

Answer 1

The sequence for handling complaints consists of receiving, recording, referring, investigating, communicating, implementing solutions, and following up. Maintaining a respectful and professional approach throughout the process is crucial.

Step-by-step explanation:

The correct logical sequence for handling complaints would begin with receiving the complaint, either verbally or in writing. For verbal complaints, you would immediately apologize to the client, whereas written complaints would be acknowledged with a response to the client.

After receiving the complaint, it is essential to record the details. This includes any verbal solutions provided at the time of the complaint. The next step is to refer the complaint to the correct staff member or supervisor for further investigation.

Once the investigation is underway, the staff should then identify possible solutions and communicate with the client to discuss alternative solutions if necessary. The chosen solution should then be implemented. It's crucial to record the complaint and the solution for accountability and future reference.

The final steps include following up with the client to ensure they are satisfied with the solution and receive feedback to improve future processes. Throughout the process, it's vital to remain calm, listen to the client, and focus on solving the problem without blaming.

By following these steps, conflicts can be resolved in a manner that is respectful and professional, maintaining a positive relationship with clients.