RADARS and effective Complaint Handling

Personal Development

By Kay Fitzgerald
Published November 19, 2020

CONTENT TO DELIVER YOUR OWN WEBINARS, VIRTUAL TRAINING SESSIONS, OR CLASSROOM-BASED COURSES

Solutions Must Be:

Reliable
Acceptable
Deliverable
AFFORDABLE
Robust
Suitable

The solution must not be subject to a similar problem that caused the complaint.

The solution must be fully functional to the customer.

Reliable

RADARS

The customer must be able to select the solution.

The organization must be able to accept the solution.

Acceptable

RADARS

There is a requirement to differentiate between acceptance and satisfaction.

So follow-up is always required

Acceptable

RADARS

By over-promising and under-delivering on a solution the relationship with a customer can be severely damaged.

Deliverable

RADARS

Ensure that all aspects of the solution are achievable within any constraints.

Delivery on-time is an important consideration.

Deliverable

RADARS

The customer must be able to afford the solution. 

This may be in terms of how long it will take to get a solution for the complaint.

Affordable

RADARS

The organization must be able to afford the solution, especially is the complaint relates to a widely acceptable product or service.

Affordable

RADARS

When the customer uses the solution then it must be able to withstand the activity.

Robust

RADARS

The solution must enhance the functionality of the product or service in the longer term.

Robust

RADARS

The solution must be suitable in terms of the level of response in relation to the scale of the complaint.

Suitable

RADARS

Suitability will be the overall result of meeting all of the RADAR criteria.

Suitable

RADARS

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