10.2.3 What to do
There are numerous sources where you can acquire assistance and advice for handling those "difficult" situations. Read the following examples:
Reading 10.2
Dwyer, J. 2002, extract from chapter 21 "Customer service and public relations".
Reading 10.3
Denham, J. 1999, "Disaster training".
Note the "Questions to ponder" in the following:
Reading 10.4
Denham, J. 1998, "Handling customer complaints - turning challenges in to opportunities".
Defining the problem
Do you recall our work in Principles of Management on problem solving and decision making? The first step is to identify the real problem - to observe the symptom/s and look for the cause.
Activity 10.1
Assume you work for AYS Stevedoring. There are too many customer complaints - and they are increasing. You want to investigate the situation to define the problem. Write a list of general questions you could use to begin your investigation.
Here are some examples:
- Which customers are complaining?
- Is it the same customers repeatedly?
Key service concept:
You never "win" an argument with a customer!
An aside: Dare to try something different
I am sitting in a quiet room looking out toward the ocean on a warm afternoon. I am listening to the desperate sounds of the life and death struggle going on a few metres away. There is a fly burning out the last of its energies in a futile attempt to fly through the glass of the window. The sounds tell the story of the fly's only strategy: try harder. Of course it is not working. The effort offers no hope for survival. Nevertheless, the fly had staked its life on reaching its goal through pure effort and determination.
Across the opposite side of the room the door is open - it is just seconds of flying time - and the goal would be achieved (freedom from the self imposed trap). It would be so very easy.
Trying harder is not necessarily the solution to achieving more. Sometimes it is part of the problem and kills the chance of success.
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