Management of Complaints- the Ultimate Test of Ones' Patience

Nonofo M.B. Makabe
Campus: LUCT


As I have already mentioned in my previous blog, one of my tasks was to answer the toll-free and help customers with their complaints. The Communications and Public Relations unit of the Ministry of Health (Botswana) is mandated with ensuring that quality services are provided to the various stakeholders. This is done through effective communication by disseminating health information to both internal and external customers through different mediums. The unit also has the responsibility of measuring the customer satisfaction index through the management of customer complaints in view of reducing the number of complaints received.

I was assigned to work in an office called the ‘Call Centre’. The toll-free line was in this office. What happened was, we would receive calls (complaints), register them, then investigate the issue or complaint at hand either through walk-in, direct lines or toll-free lines. Based on the nature of the issue, I would either resolve or refer the issue to the relevant authority or department. The time frame for resolving complaints was based on the nature of the issue/complaint.

This was the one task that taught me the importance of being patient. I had always known that PR is all about dealing with stakeholders, and this was the one task that had my abilities of dealing with customers put to test. Handling a complaint meant listening attentively, saying the right things and re-assuring the complainant that you will help them. Dealing with different people with different personalities was the challenging part. Some would be very rude and make all kinds of threats and some would be nice to you. The important thing was to always remain calm and be professional. It all paid off as time went by because one of the complainants called back and said he was pleased with my service. That was a great achievement for me.