Complaint managers play an integral part in the success of a company’s customer complaints handling processes. They can be call center representatives, sales personnel, IT support, and other kinds of employees who interact with customers.

Despite differences in departments, all complaint managers should have certain key qualities. In addition, there are a few things that business owners and managers can do to encourage customer service representatives to reach beyond the basics to satisfy the customer.

Personality and Skills

Complaint managers need to be able to strike a balance between helping the interests of the customer and of the company. Key qualities that will aid this process include patience, working well under pressure and good articulation.

A good complaint manager:

• Can empathize with customers and listen carefully.
• Is decisive and can distinguish when to be flexible and when to be firm.
• Can quickly identify and evaluate problems to reach a solution.
• Will communicate answers and solutions confidently to customers.
• Can maintain a professional manner while dealing with customer complaints.

While it’s great to have super-friendly customer reps or extensively knowledgeable support technicians, without the qualities mentioned above, your customer service will not exceed expectations.

For example, if a support technician quickly resolves the issue but speaks condescendingly to the customer, you still run the risk of losing this customer’s business if he or she feels unappreciated and dissatisfied with the interaction.

Knowledge

Employees need to have a strong understanding of the products and services the company offers to relay the information accurately to the customer.

It’s also important that complaint managers have a strong grasp of company policies to make good decisions that will support the customer while complying with regulations. This extends to being familiar with organizational and operational practices, which allow employees to understand who else can provide support and escalate the complaint when needed.

Complaint managers should also be familiar with industry trends and regional laws. Some complaints may also need to go through external agencies, so employees should be aware of regulations and regulatory agencies, such as the Consumer Financial Protection Bureau, which may impose rules on the way complaints are handled.

It’s also wise to train employees to be aware of economic, cultural, and educational differences that can impact how complaints should be handled to respect these differences.

Improve your knowledge with our Best Practices for Handling Complaints Cheat Sheet.

Recognition

When employees feel appreciated by their company, they are more likely to be willing to make strong contributions and efforts to their job. This can include:

• Creating a positive work environment and culture
• Assigning meaningful job titles to employees
• Providing adequate and fair salaries and opportunities for advancement

Customer service and complaint management are integral to a company’s success. Acknowledging and placing value on those who do these jobs creates an understanding that the company aims to encourage a culture of strong customer service.

Incentives and recognition let employees know that their work is necessary and important, which increases worker morale. Taking care of your complaint managers motivates them to take care of your customers.