Complaints are opportunities

How occurs a complaint?

Note: This is an electronically generated translation. It may not be 100% perfect.Read more.

A complaint is an expression of dissatisfaction arising from a – disappointing – difference between experience and expectation.
The complainant can be a customer, but also a colleague, a vendor or another relationship.

What expectations are aroused?

To prevent complaints, it is important not only to look at the eventually delivered products and services, but also to the expectations aroused.

The customer can at the start of the customer process be spoiled with colorful brochures and promises ‘ everything is possible ‘.
But soon that there are limitations in practice. The final invoice is perhaps but a sloppy black and white document.

An organization can have management, management, the marketing division and the executive staff have different ideas about what ‘ the customer may expect ‘.
Thus they bring another expectations outwards.

Also in the Organization environment be expectations: other customers, the media or competitors.
They create – consciously or unconsciously – expectations by a particular image or to bring out certain experiences.

” We never get complaints “

That is a pity. Because a complaint is a free advice to do it better. A complaint is an opportunity! A dissatisfied customer has three options:

  • ‘ Exit ‘ : de get over to the customer tacitly competitor.
  • ‘Voice’: does the customer complained. Only one in 27 malcontents complains and tells his experiences by then to 22 others. Positive experiences on averaged eight people refrained.
  • ‘ Loyalty’: the customer does not go away and also says nothing: he continues to customer. But when there is a reasonable alternative arises, he is on the way to the competitor.

Existing customers are ‘ cheaper ‘

Research has announced that existing customers ‘ cheaper ‘. You need not to recruit them again. They understand better how it works. You need to call them and they will call you less often or less often at a quieter time.

Existing customers must therefore be cherished. Even though there are ten new in the row.

Tips for complaint handling

Think to handle complaints always on the relationship with the customer for the longer term.

  • Take the customer seriously. Watch the thing from its position. Consider how you would react.
  • Hide no mistakes. Also lay emphasis on the points where > But you are agreed.
  • The customer is not always right. Weighing his formal however unevenly against the interest of the Organization off in the longer term.
  • Always thank the complainant for the effort that he has taken to inform you.
  • Specify when the customer may expect a response. Remember to that term. And will not succeed: late than timely hear from you.
  • Try to correct not only, but also to do something about the cause of the complaint (prevention).
  • For example, they register complaints by per process to gather. Go after what (preventive) measures you can avoid many complaints at once.
  • And perhaps even the best tip:

    After a few months to call the complainant again to ask how it goes. And if you are lucky, a customer for life. That is the probability of the complaint…

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