上司に相談しよう

お客様相談室でお客様からの問い合わせに答える仕事をしていると、電話の内容の大半がクレームになることが多いです。
クレーム対応に追われても仕事を続けていくには精神的なタフさが必要ですが、大半のクレームについては想定済みで、マニュアル通りの対応をすれば良いのが一般的です。
しかし、クレームを受けることに対して悩む場合も多いようです。連日のように同じ人から電話がかかってきて、異なる内容のクレームをつけられることが多くなってきているのです。そして、その要求内容がエスカレートしていくことも多く、お客様相談室レベルでは対応できなくなってしまうことも多くあります。しかし、そこで何とかしてお客様をなだめなければならないと必死になり、一日のエネルギーを消費しきってしまうこともあるのです。このようなクレーム被害が続いてしまうと、心身共に疲れてしまって仕事が続けられなくなってしまいます。
悩む前にまずは、上司に相談をしましょう。様々なクレームに対して企業としての対応が明確になっていると、電話応対の負担が軽減されるからです。マニュアルが分厚くなっていくとそれはそれで大変というのも事実ですが、クレーム被害が著しくなってくるとマニュアルがあるありがたさを痛感することになります。お客様相談室に勤務することになったら、マニュアル外の内容については逐次上司に報告して、会社としての対応をまとめてもらうようにしましょう。それが、負担を減らすための数少ない方法です。クレームについての参考サイトはこちら

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