Gillian Martin Captivating Solutions Consultancy

Value in Customer Complaints?

One of the most rewarding experiences as a customer service provider is to be congratulated on the quality of service

that is provided

It feels great to do a job well done and know that the recipient of the service

recognizes it as being of superior quality

The reverse can also be true

It can be quite disheartening to receive negative feedback from customers

Bill Gates states: “Your most unhappy customers are your greatest source of

learning”

A customer’s expression of dissatisfaction with an aspect of the service provided is an opportunity to

ascertain the areas that need improvement

This is an excellent medium to recognize the gap between the service

delivered and the customers’ expectations

If complaints are being repetitively made about specific areas of the service

delivered, it means that these areas identified pose a chronic threat to the

organization’s image

If a car is being driven on a long journey and a puncture is detected in one of the tyres, the driver stops to have the tyre

patched, uses a spare tyre or purchases a new tyre

Where gaps exist between the customers’ expectations and the actual service delivered, speedy efforts must

be made to address the problems failing which it will become a very ‘bumpy’ ride

The customers’ feedback is to be sought frequently

This can be done by conducting surveys as well as encouraging customer service

personnel to informally and frequently solicit feedback from the customers

Getting feedback is only a part of the process

Ensuring that these issues are addressed and maintaining a log with an

action plan is another part of the process

This process should be conducted frequently and continuously

Like the Japanese have a commitment to kaizen, continuous improvement, so

too must the providers of customer service

The next time a customer makes a complaint, thank them for taking it to

your attention

Charles R. Swindoll says “Life is 10% what happens to you and 90% how you

react to it”

How do you react to customer complaints?

Customer complaints should not be viewed negatively

They provide the opportunity for us to identify areas for improvement

This enhances organizational learning and subsequently growth

Listen to your customers

You cannot put a dollar value on the potential growth of your entity resulting

from customer complaints and subsequent organizational learning

All honour be to the Lord Jesus

Christ ,who enables us to reap value from customer

complaints

4 of the Over 200 Workshops Offered by Captivating Solutions Consultancy Via Churches Include:

Customer Service: “Customer Service STARS” Customer Experience Management:

“The Ultimate Experience” Business Development: “Building Your Base”

Entrepreneurship: “Rising to the Challenge of Entrepreneurship”

Email: captivatingsolutions@gmail.com