COMPLAINT HANDLING
February 2nd, 2008 at 12:51 am (Uncategorized, How to Complain Properly, Rip Off Complaints)
If you are reading this article then we have something in common. And that is dissatisfaction with the quality of goods or services you were provided with. Sometime ago complaints were considered to be negative. If a company received a great number of complaints that meant that its rate was steadily going down since very little was done about that. What about nowadays?
Do people complain? Recently surveys have been held to check the current situation on the consumer market. And the results leave much to be desired. People who are not happy with the quality of goods or services do not always complain. They give different reasons for that. The most common of them are – lack of time and too much trouble. And still even among those few who dare to express his\her dissatisfaction 14% are not happy with the way their complaints are handled. When people complain they expect their complaint to be handled within a week or so. The most frequent forms to express dissatisfaction are either to make a call or to do that in person. Maybe because these two ways ensure that the company receives the complaint but still it is not the reason to believe that the complaint will be handled.
The importance of complaints. But organizations try to improve the situation. They change their attitude towards complaints making them one of the main prerogatives for successful business. Top managers realize that clients are as important for the company as the marketing strategies, for instance. Clients are the driving force of their existence in general and success in particular. Dissatisfied customers are like ‘warning signs’. They very specifically point out gaps in services and faults of goods. They help companies to improve and attain a higher position on the market that recently has become very competitive.
Keeping clients. If a company happens to have some problems with customers it should first refund the damage or compensate it somehow and then avoid the same mistakes in future. In this case it is more likely to keep its clients. If a company welcomes complaints then it is easier for the customer to have business with such an organization and its popularity grows.
When you are dissatisfied with the level of service and the quality of goods do not let it go! It will be useful both for you and the company!