Complaint Handling & Service Recovery

Receiving a complaint should be viewed as a critical opportunity to gather customer feedback, improve organizational performance, and solidify the relationship with that customer.When a customer complains, they are really saying, "I value my relationship with you and the services I receive. I would like to work this out so I can continue using your services." Customers who complain, are more likely to continue doing business with you. Yet many organisations are trained in the fundamentals of delivering great service and developing a service-oriented organization. The majority of customers stop doing business because they encounter an attitude of indifference, either on the part of the company or an individual.

However, the wonderful thing about attitudes is that they can be changed, simply by educating your staff about recognizing and resolving complaints promptly. In fact, most customers will continue to do business with you if you resolve a complaint immediately and to their satisfaction. When complaints are successfully resolved your business will gain market share through account retention, customer loyalty, and word-of-mouth referrals and repeat business.

• Increased confidence in resolving customer complaints
• Improved emphathetic responsiveness
• Improved communications skills
• Ability to control difficult conversations more effectively
• Ability to negotiate resolutions that balances the interests of both customer and the company
• Reduction in calls escalated to supervisors
• Reduced job tension
• Increased job performance