Complaints automatically suggest an atmosphere of negativity--and it’s no surprise; most complainants turn to companies to voice product or service failures that shouldn’t have happened in the first place. Yet with proper complaints handling skills and communication practices, companies can turn complaints into positive customer interactions, effectively converting a complainant into a highly valued customer through the establishment of trust.
23 Nov 2013
Most organizations today use complaints handling systems that can only be changed or modified by either the IT department or the external supplier of the complaints handling system.
Let’s assume that your company had two complaints related to the same product being defective. One came from a member of the public, the other from a TV personality on a major current affairs program. Logic tells us that, if we were to prioritize, we would favor the TV personality.
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.