A Complaint is a Gift
Are your service complaints getting through?
If not, it could be because your front line people are treating customer complaints not as an opportunity, but as a threat.
Research conducted by the customer service company TARP has found that 50% of customers don’t complain when they encounter a problem. More alarmingly perhaps, the complaint handling process of the other 50% who do complain is poor. Few of these complaints are reported to management.
This has a catastrophic effect on business value drivers such as customer loyalty and advocacy. Poor customer service experiences (and especially service recovery) destroys brand value and severely impacts company profitability, as the report shows.
A copy of the report is available in pdf format here.
If you would like to improve the customer service at your company (including service recovery), then look no further than our Frontline Platinum training solution.
If you would like to set up your system for success, creating a memorable customer experience, then you may be interested in Customer Experience Maximisation.
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