Complaints management is not about the three R’s, record, respond and report on complaints. This is purely hygiene, we have to do this as a minimum.The real goal is about finding and fixing root causes permanently and fast.
27 Mar 2014
Complaints management is difficult no matter what your Customers are concerned about. This holds especially true for complaints about your team or individual employees, and should be treated differently than product or service complaints.
It takes a special kind of person to deal with complaints day in and day out. Working in a negative atmosphere can often be draining and difficult, so employees should be appropriately trained to cope with unjustified complaints or angry complainants.
27 Feb 2014
So you've stumbled into one of the most difficult fields of customer service, and often, the most heated. Everyone has a different idea of just what complaints management is about, but as we learn in life, sometimes our original impressions don't really represent real life accuracies.
Many companies today operate with several complaints databases instead of one consolidated source of truth. Some might have been developed for a specific division or group, or other during a certain project, yet the end result is the same: a fragmented view of who is complaining about what across your whole company.
Client feedback is essential to all companies; not only because you can gather valuable customer insight, but because it allows you to identify product or service failures.