How would you address customer complaints related to quality issues during a period of rapid business growth?

Según mi experiencia el proceso de tratamiento de quejas debería ser fácilmente accesible y comprensible (lenguaje sencillo) para quienes desean presentar sus quejas. De usar algún formulario, se debería asegurar que la data a recopilar sea completa, pertinente y útil para la posterior investigación y tratamiento. Considero además que la alta Dirección podría establecer una política de tratamiento de quejas, como parte del enfoque al cliente, en los casos que así lo considere conveniente. ?En tu organización se ha planteado la necesidad de contar con políticas, procedimientos documentados y formularios que ayuden a escuchar la voz del cliente respecto a sus quejas?

I know the difficulties of sustaining quality throughout rapid development. Responding to client complaints quickly is critical. After resolving difficulties, follow-up is essential to ensure client happiness and demonstrate our dedication to quality. This method not only confirms our solutions, but it also increases trust. By constantly engaging with clients after a resolution, we can identify any remaining complaints early on, continuously improve our procedures, and reinforce our reputation for exceptional service. This proactive strategy promotes long-term connections and sustainable growth in our engineering practice.

To address customer complaints related to quality issues during rapid growth, prioritize clear communication and swift action. Acknowledge complaints promptly and express empathy. Implement a dedicated team to handle quality concerns, ensuring they're resolved quickly and effectively. Analyze recurring issues to identify root causes and prevent future occurrences. Enhance quality control processes and invest in staff training to maintain high standards. Keep customers informed about the steps being taken to improve quality. Offer compensation or incentives to affected customers to rebuild trust. Continuously gather feedback to monitor improvements and adjust strategies as needed.

O feedback do cliente é muito importante para avaliar os erros cometidos, n?o deve ser visto de forma negativa, deve-se entender as avalia??es negativas como uma oportunidade para melhorar o produto ou servi?o. Coletar essas informa??es é essencial para melhoria da qualidade, e ainda demonstra que a empresa se importa com seus?consumidores.

The key is to respond to complaints promptly and take action. It is necessary to quickly identify where the fault lies and quickly offer the service recipient a satisfactory remedy. A root cause analysis must be thoroughly addressed with those involved in order to ensure that the error does not recur, in addition to the solutions should be offered on an ongoing basis. If there is an ambiguity in the guidelines for the conducting of the business, priority should be given to reorganizing them.

Cada queja debería evaluarse, en principio, en términos de severidad, complejidad e impacto. De esta forma, se podrá evaluar la necesidad de una acción inmediata y su rápido tratamiento según su urgencia. Investigar todas las circunstancias e información pertinente acerca de la queja, y de acuerdo a esta investigación, corregir la no conformidad y prevenir que ocurra nuevamente a futuro.

Es mi importante atender cada queja en particular libre de sesgo, analizar su pertinencia y si efectivamente es pertinente se debe analizar la causa raíz para aplicar las acciones necesarias y comunicar al cliente.

Das ist mit Sicherheit ein wichtiger Schritt, in dem oft zu schnell die L?sung zu schnell vorweg genommen wird. Mir hilft hierbei die ?5 Why“ Analyse.

Pienso que es de gran utilidad empezar por un análisis de causa raíz, identificar la causa directa proponiendo a ello la acción de contención y pensaría que debemos hacerlo en un lapso no mayor a 48 hrs para proteger al cliente. Además de identificar las causas contribuyentes y la causa raíz de las áreas involucradas, cada acción suma para la eliminación del modo de falla.

Actually I disagree with empathy is a key part of resolving any customer-facing problem or confrontation. Practicing empathy means stepping into the customer’s shoes and trying to see a problem from their point of view–why are they upset? And what actions would resolve the issue from their perspective? When dealing with unhappy customers, an apology can go a long way. If you made a mistake or didn’t deliver on a particular promise, sincerely apologize to the customer who’s complaining and acknowledge the validity of their situation. At the same time, offering an apology can be beneficial even in situations where you don’t feel like you were wrong. An apology allows you to defuse the situation and move closer to finding a resolution.

Es mi importante que en nuestro sistema de gestión de la organización esté claramente establecido como es el proceso de atención de la queja ya que incluya la comunicación oportuna al cliente, pues quien coloca una queja espera una respuesta.

One thing I helpful with this thread about the importance to the community of people. Communication is the key to success when solving just about any problem. Keeping your team in the loop can enable you to resolve customer complaints more quickly. Additionally, communicating a customer complaint to your team can prevent the mistake or miscommunication that prompted the complaint from happening again.

Se deberían implementar soluciones de manera proporcional a la severidad de la queja y la causa que la ha ocasionado. Es importan prestarle la atención adecuada, ya que, esto además de respetar al cliente y su satisfacción ayuda en la mejora continua de la organización.

L?sungen sollten nicht nur die Symthome bek?mpfen, sondern auch an die Ursachen herangehen und als ?Lessons lesende“ auf andere Prozesse übertragen werden.

Actually I agree with perhaps the most important part of handling customer complaints is finding a resolution–and quickly. No unhappy customer wants to wait around for days or weeks as you come up with a solution for their problems. Instead, prepare your customer service team with guidelines on go-to solutions for common customer complaints and limitations on what they can offer customers in a given situation.

Deberían tomarse acciones regularmente para determinar el nivel de satisfacción de las personas que presentan sus quejas. Estas pueden tomar la forma de encuestas aleatorias u otras técnicas. Recomiendo la Norma ISO 10004 como orientación acerca del seguimiento y medición de la satisfacción del cliente.

El generar plan de acción es clave, siempre y cuando, este un hito de entrega. Si no se realiza de esa manera prefiera descartar la opción y por tal descartar el segumiento

I have found helpful with follow up on a customer complaint can be a great way to engage with your audience and show that you care. In many cases, following up on a customer complaint takes the form of sending out a customer satisfaction survey. In this survey, the customer can rate their level of satisfaction with their customer service experience, which can in turn provide you with valuable data and insight. Following up with customer complaints will help you stand out from the competition by demonstrating excellent customer service.

One thing I have found helpful with from the time a customer complaint is first submitted to the moment it gets resolved, record your interactions with the customer. Recording customer interactions can provide you with information that helps improve your products, services, and overall customer experience. At the same time, having a record of communication with a particular customer can provide your customer service reps with context if that customer makes another complaint in the future.