Treat Complaints as Gift Part 3

Program words of wisdom:-
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.

Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".

Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.

An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.



Kacak5 Management