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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