14.11 Complaint Handling Procedures

One of the simplest and most cost effective risk reduction methods is a good complaint handling process. Accordingly, the Company establishes the following procedures for handling complaints:

1. If the complaint comes to an agent involved in a transaction, the agent will be the primary contact person to handle the complaint with whatever management assistance the agent requires. At a minimum, the agent should notify the broker (sales manager) of the complaint and the agent's progress with the complaint.

2. If the complaint comes in without specifying an agent, the Broker or Manager will handle the complaint. If a specific management person is requested (such as "I want to speak to the Owner or President!"), the person answering the call should courteously direct the call to the requested person, if available, or the Broker or Manager in the requested person's absence. The caller should ALWAYS be assisted in some way. The person taking the call should not say "Oh, she isn't here right now," or "You'll have to call him later," or "Please call her office." It is very important to handle an aggravated or upset caller with the utmost courtesy and care.

3. Regardless of who takes the complaint, the key factor in handling the call is to LISTEN to what the caller's complaint is. The most appropriate and helpful thing the call handler can do is give the person filing the complaint a full and fair airing of her/his grievance. Many times, simple listening to the complaint does much to alleviate the caller's frustration. Sometimes, being listened to is all the person really wants. ACTIVE LISTENING is critical.

4. Usually, the most successful way to handle the initial complaint call is to validate the caller's concerns. In general, it is best not to challenge the caller or become defensive. GET THE FACTS! Simply try to get all necessary information from the caller's perspective, even if the complaint handler knows it may not be 100% accurate. Remember to document the conversation in writing. Make notes or write a memo about the conversation as soon as possible and include the caller’s name, number, date, and time the complaint is made.

5. Usually the call can be ended by assuring the caller that the matter will be investigated. The complaint handler should tell the caller what he/she can expect. For example, "Mr. Smith, I would hope you understand that I need to do some research. I will look into the matter, discuss it with Suzie and get back to you by Tuesday." The caller should always be told what the complaint handler will do and by when. THEN DO IT!

The basic risk reduction techniques in this manual can contribute significantly to the safe and successful practice of the real estate business for the Company and each agent. The company appreciates each agent's and staff member's enthusiastic endorsement of these concepts.