We were interested in seeing what the different agencies thought was important when taking a complaint and also what procedures were being followed in the investigation of the complaint. Results of a 20 agency survey regarding the handling of complaints. The survey showed that some of the questions were deemed important by all agencies, while others were not. The result helped us create a set of suggested minimum guidelines for the handling of complaints. The recommendations have been arranged in the order that a complaint is handled.
Most complaints are received by phone, thus, have the right person handle the call.
When a person calls an agency they expect to be treated courteously and have their questions answered in an intelligent manner. If the person who initially answers the phone is not qualified to answer basic questions concerning your mosquito control program, the person calling should be quickly connected with someone who can. The caller is the reason you are in business and that person deserves to be treated with respect and courtesy. This practice will also help to weed out complaints that need only be logged. A knowledgeable and personable person will be able to differentiate legitimate mosquito complaints and appease chronic complainers.