Complaint Handling - 2

All companies make mistakes and fail once in a while; that’s inevitable.? The difference between service leaders and the rest is how they respond when they make a mistake that causes dissatisfaction in a customer.? Legendary organisations such as Disney understand very well the value of customer service and their complaint handling procedures are superb.? When did you ever hear a complaint about poor service at Disney World?

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Certainly the best way to solve a problem is to do things right the first time so that it never happens at all, but when things do go wrong it’s important that your staff are ready to repond accordingly.

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The key to effective complaint handling relies on giving your staff three things:

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1.??? The responsibility to effectively handle customer complaints.

2.??? Enough responsibility to make the decisions they consider necessary to effectively address the problem.

3.??? An established procedure that guides them through the process from A – Z so that all complaint handling is consistent across the organisation.

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In order to address that last point here are some guidelines? containing all the basic steps any employer should follow to transform a negative customer experience into a positive and memorable one.

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1.??? Adopt a positive attitude

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Attitude is the foundation of good service.? Always adopt a positive attitude.? Make sure you smile and never, never try and blame someone else!? Take ownership of the problem and let them know that you will deal with it.

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Acknowledge the fact that customers are the most important thing for your organisation and commit yourself to doing your best to delight them everyday and in every interaction you have with them.

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Develop a genuine interest in helping customers when they need you.? Businesses are not just about money; learn to enjoy doing something special for others and receiving nothing but a thank you or a happy face in return.

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