You know, I am not one to complain normally, but in recent times I have had a frustrating experience with a particular Airlines, which I don’t care to name, but it has a Kangaroo painted on its tail. Yes this time I complained!
All the good it did as they did not even care to reply. I then decided to write to the CEO of the company to see if I get any results.
I felt I was not treated with the respect I should get as a paying customer and consequently felt I paid more than I thought I should for the fare. Anyway I wont go into details as I have done that in writing to the Company.
Where I am going with this story? I read an article in the weekend which tells me that dissatisfaction with the service from Companies and their employees are getting more common.
In my opinion I feel that number crunching (marketers, accountants and whoever else in the company that is not particularly productive )in the administration of these companies have become more important than their clients. Hey without those clients there is no company and there is no job for those ‘Number Crunchers’..
The solution to this problem is very simple – Customers are important to your organization so you should be working with them. Ignoring customer dissatisfaction can do unrepairable damage to your business.
Customers are now getting desperate and frustrated with the service they are receiving . Nationalities that they have to deal with and try to have a dialogue with, that hardly speak clear english. I for one whose hearing is not of a 20-year-old any more, continually having to say excuse me I don’t understand, speak slowly or give me someone who can speak english and I can understand
The article suggested nipping any negative reactions from the customers in the bud well before extreme emotions and rage emerge.
In my opinion all complaints should be used to benefit the company and to use the information in a positive way instead of treating it in a negative manner and try to resolve the complaints to the best of their ability. It is the only way a company will grow internally and externally.
MANAGING CUSTOMER COMPLAINTS
Source Momentum — Magazine of UQ Business School
- Anticipate potential flashpoint
- Encourage – even reward – information about complaints
- Recruit service-minded staff
- Train staff to deal with angry customers
- Protect your employees
- Give front-line staff the power to make discretionary decisions.
- find out what went wrong – and learn from it.
- rebuild customer relationships
These to me are very wise words and a plan for a successful business.