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relationship relationship In the current internet driven world, s have possessed more power of expression than ever. In most cases, a satisfied customer tends to share his or her good experience with about 3 friends. On the other hand, the customer that is not satisfied with the services has the potential to tell over 3000 friends in social communities and networks. In addition, for each of the complaining customers, there are about 10 to thousands of people that do not complain. These people simply stop going for your services or even doing business with you (Okes, 2009).
Since one or two customers, that complaints about the services of your company, has the potential to destroy your relationship with the rest of the customers, you need to take complaints very seriously. Therefore, as a general manager for a service company and I happen to overhear some complaints from the customers, I will tend to investigate further on these complaints. I would proceed to understanding the problem with the service by reviewing a number of factors (Okes, 2009). These may include reviewing the origin of the complaint and how many times the customer complains. It is important to quickly resolve the issues of a customer. This helps in turning the customer into a loyal one and even becomes a brand advocate.
When reviewing the origin of a complaint by the customer, I would always listen to them since they have a reason for complaining about the services and it is crucial to understand why they are making complaints. The next thing is apologizing for the mistake Identified in services of the company. Since many customers always look for acknowledgment of their complaint and apologies, they tend to give you more information and the existing problem. This helps you to recognize the intensity of the problem.
Okes, D. (2009). Root Cause Analysis: The Core of Problem Solving and Corrective Action. Milwaukee, WI: ASQ Quality Press.