Complaints handling

If it is easy why aren't  more people doing it?

This question I am often asked.  I’ve spent years working on complaints handling. I am passionate about customer service and great complaints resolution. It is easy to grasp the essentials but to practice them when under pressure from a customer is not always easy.

We’ve been developing our expertise in complaints handlingfor many years and are known for it.

In the past few months I have had a large number of calls for help from businesses experiencing difficulties in handling complaints. Why is it now that there is a heightened need? Tough financial times are impacting upon customers.  This means that they are more demanding .  We’ve found that our clients tell us that customers are more ready to complain now that money is tight.

The advantages of good complaints handling appeal to businesses because they lower costs, reduce stress for staff and can result in loyal customers recommending the business. This means that managers need to look at the Return on Investment not just the cost of complaints handling training.

If call handlers have the skills to resolve complaints quickly that saves time and so money.  It is often the case that customer retention is increased by good complaints handling.  So do yourself a favour and dust down your complaints handling and make sure it is fit for purpose.

If you need some ideas on how to handle complaints better please look out for my furether articles.

Gordon Miles