10.1 Welcoming complaints
Key service concept:
You have a difficult problem to deal with today - however, make certain that you do not have the same problem again. Do you have the same problem repeatedly - or do you do something about it?
Reality check : If you were to think back over the tough and challenging problems that you have experienced and handled you can often think of a better way to handle the situation in retrospect. Skills in this area are ongoing and built up over years of experience. We will cover some basic ideas to get the experience off to a good start.
Customers may be upset for a number of reasons. Think about this list:
- They had to wait too long.
- Their expectations/needs were not met.
- They felt helpless, powerless or frustrated.
- They felt no-one was listening.
- They were treated discourteously.
- They were told to do something by the service provider and it was incorrect.
- They have personal prejudices against the service provider.
- They want to control or manipulate.
- They do not trust anyone.
- They had their integrity questioned.
- The service provider argued with them.
Things you should know now.
You come to work every day to solve problems. If snafus, glitches, personality conflicts, and Murphy's Law drive you crazy, don't go into business.
Solving problems is purposeful and satisfying for those of us who love business. Welcome them.
Rowland, President and CEO, Pleasant Company
How do you feel when you have to make a complaint? Do you feel embarrassed, frustrated or daunted? How often do you just not bother?
Consider the following:
- Customers who complain and have their problem resolved are more likely to return.
- Customers who may not tell you they are unhappy are very likely to tell their friends and acquaintances. Your reputation spreads by word-of-mouth. You want the words to be positive.
- Very often, if you make strong efforts to resolve a complaint, if you demonstrate to the customer that you really care, they are also likely to tell other people about your endeavours to put the situation right.
- Complaints also provide you with information as to where you can improve your service.
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