Too few people on a Program can't solve the problems - too many create more problems than they solve. A problem shared is a buck passed.
I shall break-up the above topics over 3 blog sections in the next few days. Let's agree with this first.
A complain is a second Chance for a company to win back a customer.Dissatisfied customer can choose either to walk away giving no opportunity to resolve any dissatisfaction or voice it. Choosing to complain is effectively offering the company a chance to repair the damage, salvage the situation and successfully increase the chance continuing business again.
We do know the unattractive side Program Management work, while it represent a rich source of to illuminate a company's overall service performance and becomes more useful than any compliment.
Complaints are gifts when well managed, they can:
1. Provide complimentary business insights you would otherwise pay a research company to produce.
Direct customer's complain provides information of what they want and do not want, please or annoy them, enable you make adjustment to marketing strategies and processes, and stay ahead of competitors. Complaints alert us on potential personnel problem - since employees seldom admit mistakes.
2. Give the company a second chance to salvage the situation with the customer.
Existing customer do hope the problem is fixed fast so they can generate positive word-of-mouth publicly as reference to potential customers.
3. Turn indifferent customers into advocates.
Regardless major or minor complaints, it enable a company to form tight relationships reaching out and making and effort to be available and accountable to all customers will inspire a sense of trust and loyalty.
Kacak5 Management
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