When customers try to make a complaint they often run into hurdles and barriers just trying to find someone to voice their complaint. Often they get angrier and angrier.
The result is a small problem that develops into a larger one, simply because the customer cannot find an easy way to channel their concerns, anger, fears, worries, questions, or complaints to your organisation in a timely and convenient manner. Frequently it seems no one REALLY wants to listen!
The initial reaction to a customer complaint is often defensive (trying to push the blame back onto the customer) or process driven. Few things seem to infuriate customers more than this attitude. And not being able to find the right contact details for lodging a complaint, or being forced to speak with a call centre "service rep" makes it even worse.
Another example of this is when your e-mail auto responder system sends out the highly depersonalizing "thank you for your enquiry, we will get back to you promptly" message when an e-mail of complaint is sent via the organization's web site.
Please note: an e-mail (or letter) of complaint is not an enquiry, it is an attempt to get a humanized and customized resolution to a situation.
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