Everyone would like to be in a
perfect world where:
- organizations would say what they mean and mean what they say
- customers would get what they want all of the time
We can have this by changing our
attitude towards complaints, at least just a little. We usually see complaints as:- annoying
- time-consuming
- irritant to dealt with
- try to deal with it as quickly as possible or even ignore it, if we can get away with it
We should see complaints as one
of the best mechanisms to improve our internal work processes.
Complaints are actually a good opportunity for us to make real changes
which will help our complainants and also improve customers’ service. Complaint handling efforts should be judged
by our ability to:- plan for the customers’ reactions
- organize resources to deal well with the feedback we receive
Organization’s operational
processes should be change or control so that our customers do not experience
the same problems in the future.
Shared from:
Complaint Handling
Topic Cartoons
April
30, 2012 by Dr. Jon Warner
No comments:
Post a Comment