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
http://tools2succeed.com/