Thursday, October 11, 2018

Effective Complaint Handling Part 2

  • Some Fast Rules
    • The cost of satisfying a complaining customer is likely to be less than the cost of losing the customer
    • Don’t make promises that you cannot keep
    • Write down what you have agreed to do and then do it
    • Customers – Perspectives, Perceptions & Expectations
  • Reality & The Complaint
    • The complainer may technically be wrong - but their perception is that he/she is right
    •  Deal with facts and not opinions
    • Make sure that you have all the facts before making a decision
    • Understand that resolution is not always a matter of right and wrong
  • Dealing With Perceptions
    • You must understand that the customer's perception of the situation may be much different from yours
    • Perception is closely linked with expectation
    • Perception may have originated from initial contact
      • with the organization
      • with the marketing material
      • with customers
      • with the product
  • Expectations are set up by the customer and depend on:
    • past experience
    • socio-cultural aspects
    • education
  • You cannot assume what an expectation is.  You need to ask questions and listen to determine what exactly it is.
Until next time...

Sheryl Tuchman, SPHR, SHRM-SCP

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