Question

Evaluate three ways to deal constructively with complaints and anger from fellow employees, management, and customers within an organization. Are these methods effective to resolve the issues? Explain and discuss.

Answer 1

Three ways to deal constructively with complaints and anger from fellow employees, management, and customers within an organization are -

1> Don't react first and try to understand the feelings - We have to try to not show any reaction during the time of collecting complaints from customers and the angry reaction of other employees, management. We have to listen first and try to understand others feeling, issues etc. By encouraging other employees negative feelings without any punishment, we have to show that we are in the same condition also.

2> Communicate directly with the customers - We have to speak directly to the customers. We have to clear all points of agreement, future outcomes, and requirements with them. We have to use our body language to show our support and attention to their needs. We have to ask questions to clarify our customer's requirements, problems when are trying to communicate with us.

3> Try to fulfill more than other's expectations - The expectations of customers/other employees is the basis of their satisfaction. If we want to keep our customers/management/other employees happy then we have to fulfill many things which will exceed their expectations. Everyone wants to be surprised. So taking more care, listening to their issues, resolving their complaints and providing more benefits are the best ways to handle every situation.

Yes, these three methods are very effective to resolve the issues.