Complaint Management Excellence

Why did I choose this resource?

I chose this resource to understand the importance of the complaint handling process.

What did you learn from it?

I discovered that dealing with customer complaints quickly and efficiently can lead to customer loyalty. I also learned how to deal with criticism successfully and learn from the clients complaints.

Key Knowledge

• Customer complaints should be used to positively develop operations and to correct issues so they do not happen again.
• 25% of customers are unhappy with company offerings.
  • Less than 4% tell of their dissatisfaction giving the company a chance to make things right.
• 50% of displeased clients who do not complain just stop buying from that establishment
• Every disgruntled customer tells at least 10 people about their disappointment with a product or service.
  • Each of those 10 people tells at least 5 more.
    • One complaint usually reaches about 1,200 people.
• 5% to 15% of revenue is lost by companies who do not handle complaints efficiently.
• 54% to 70% of disgruntled customers who complain will return to do business with a company if their grievances are handled well.
• Create policies and procedures that welcome complaints and resolve them quickly.
• 50% of people say they do not complain because it will not make a difference.
  • Other will not complain because
    • the process is a hassle
    • they are too busy
    • they cannot reach the correct people to make a complaint
• Increase the number of grievances from unhappy customers by doing the following:
  • “Publicize ways to complain”
  • “Respond to complaints quickly”
  • “Publicize improvement action”
• What complaining clients want
  • apology
  • empathy
  • rapid resolution
  • evidence your company cares about them
  • the company to meet a deadline they set
  • redress if necessary
  • not to be shortchanged
  • goodwill gesture
• What a complaint management system does.
  • Record all complaints.
  • Observe the resolution of all complaints
  • Identify the main causes of complaints
  • Categorize the complaints and resolutions by department
  • Develop market research that shows tendencies in complaints
  • Obtain and assemble complaint data for senior executives
• Customer Service Employees
  • Ample emotional intelligence
  • Advanced communication skills
  • Genuine empathy
  • Great listener
  • Non judgmental
  • Stay positive, work out the issue, convey the resolution clearly, and quickly execute
• Other options for resolution
  • Conciliation
  • Arbitration
  • Mediation

How are you using what you learned?

I am using what I learned to handle client complaints more efficiently.

Key Changes / Key Actions

• Document all client complaints, from start to resolution, and analyze the data.
• Train employees/contractors on customer service.
• Acknowledge/reward individuals who give excellent customer service.

Source

• Name : Complaint Management Excellence
• Author : Sarah Cook
• getAbstract.com: Link to Book