Articles
Do you Take Complaints Seriously?
Do you take complaints seriously? What is your organization's mindset on complaints. Over the next several weeks and months, I will tackle the subject of complaints and how taking them seriously can tell you a ton about your business. For now, here are some questions you should be asking. I will provide the answers in upcoming columns
What
is your organization’s mindset about complaints?
Do
you treat complaints as a gift?
How
strong is the view that complaints are opportunities to satisfy disappointed
customers?
What
have you learned from dissatisfied customers?
Do
you set targets to reduce complaints?
Do
you actually do something to remedy complaints or just offer empty promises?
Do
you listen or do you react rudely?
Do
you and your associates accept personal responsibility?
Do
you place blame on the customer?
Do
you make silly statements like, “you should complained earlier” or “why did you
complain to that person?
Does
your non-verbal communication help or hurt the process?
