Complaint Management Excellence

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.


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

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