Top 10 complaint management tips
Customers are often delighted if a business simply delivers what has been promised. However, we all know that customers are also increasingly aware of their rights and ready to complain when they perceive that they have received a poor service or experienced a product fault. Customers are judging businesses based on their problem solving skills and more and more companies are finding out that their ability to put things right when they go wrong will impact on their reputation in the marketplace.
The successful resolution of customer complaints is driven by the complaint handling skills and expertise within a company's customer service teams. Much has already been written about how to best handle complaints - such as highlighting the need to actively listen and make a empathetic connection with the customer story. But complaint handling is a tactical environment - what strategies can be deployed to achieve complaint management successes? This article would list my top ten 10 tips that will not only allow a business to maximize the potential of its complaint management strategy to deliver better services and products but also wow those customers that experience product and service failures and turn them into loyal brand advocates.
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