After my recent exceptionally poor level of service from a high street bank – where the basic customer complaint service procedures dramatically failed – I have decided to write my top 10 tips for Complaint Handling.
If these steps had been followed, I would now feel like a valued customer and someone who my bank appreciates, rather than just an annoyance, an account number and a bank balance.
If companies get complaint handling right – It will generally lead to a stronger relationship with you and your customer.
Take responsibility from the start and admit when you have failed
Take all comments seriously and do not brush them to one side
Respond quickly and efficiently, and at agreed times
Ensure you follow up and keep in touch with the customer regularly
Respond to the client before they have to chase you
Deliver your promises
Put yourself in the shoes of the customer
Show the customer you care and that you genuinely want to help them
Do everything within your power to resolve matters quickly – even if this means chasing your peers for responses
Strive to turn the complaint around so that the complainer becomes a company ambassador
Remember – the internet is a powerful tool – If you get it wrong – it is likely the whole country will know about it! It’s not rocket science – Just the basic rules of quality Customer Complaint Handling
So who does it right in your opinion?
Thanks for reading