In modern administration, managers are always concerned about the costs of a marketing study. Without much effort they can have an item that is very economical, practical and with low costs. What is to be done? Easy: implement a procedure for dealing with complaints in your company.
Yes gentlemen, with pleasure we repeat: a formal Procedure, referred to in your Quality Manual (which we know is available in your company). Written with all the technique for preparing these, disseminated to all employees, from the general manager to the last collaborator; commented and explained to its suppliers, who are its business partners; communicated to all your clients and prospects.
One more step: Would your company be willing to create a Complaints and Suggestions Unit? Please note that a new perspective is now being introduced: The complainant also has the desire to suggest how to improve our product or service: and he is giving us this information with his best wishes so that we can improve our activity: and he suggests it for free, for free, no more no less!
Do we know what a complaint is?
Of course, we all know that. So what is intended in formulating this question? We go by parts and look for various explanations. A complaint, in a simple way, indicates that the recipient of the good or service does not find that his expectations about it are satisfied with the expected quality. This dissatisfied customer does us a huge favor by pointing out his disagreement and allows us to verify our procedures to improve or rectify our delivery.
When our organization comes into contact with the customer, listens carefully and solves the problems it poses in a positive way, it will have a loyal customer. Otherwise, this customer will look for another provider that meets their requirements. Let us remember that no organization can, in modern times, lose a customer: everyone, absolutely everyone, is important.
Attention: officials don't like complaints
It is very likely that on a recent trip your plane did not leave on time. Without you receiving a proper explanation, it is simply decided that they will leave a couple of hours later. "How much is two hours," says one of the airline's employees, trying to simulate a joke, which, incidentally, annoys customers more indignant with this procedure. The offended may choose to complain in writing, reflecting his frustration. You know for sure that you will receive no response. You can also go for the simple solution: don't complain, but change airlines.
Some officials in the banks of their city take strange attitudes: "today we do not receive payment for services, to anyone, not even to those who have a current account in this bank."
Or this other pearl: 'I did not invent anything: I carry out the orders they give me, period.' Fortunately, there are now so many banks that you can walk a block and change your service provider - you certainly won't bother complaining at your old bank. He knows that they will not answer him and that they will not pay the slightest attention to him.
How much is customer loyalty worth?
Getting customers these days, whatever your business is, is difficult. Therefore, all possible mechanisms must be sought to ensure that it remains with us forever. Yes sir: forever.
When a customer feels well cared for and experiences minor or major discomfort with our products or services, they will not hesitate to let us know. He expects us to give you an answer and to resolve the situation quickly and in a timely manner. On some occasions, you may not be right: this is the least of it; It gives us the opportunity to emphasize the benefits of our good service and we can also identify new business opportunities. Before giving a bad answer or pretending to ignore the complaint, ask yourself how much money this customer is buying you in five years. And how much can it grow in that period. Having done the accounts in the aforementioned five years, you will surely look for a way to properly serve your client.
One caveat: don't try to refute your customer with unclear reasons. Your customer is legitimately complaining and must be taken care of: Competitors will be willing to work with them and provide all the products and services that you are neglecting.
Prepare to make your organization responsive to complaints
Quality Assurance theorists are always talking about Continuous Improvement. This technique is important and contributes a lot to the idea being worked on: Having a Complaints and Suggestions Unit.
The first step will be to have the approval of the company's senior management. It is important that the policy of improving customer service is set from the top of the organization.
The second step will be the development of a Procedure for dealing with complaints. It is important to check with other organizations to verify what they have done on this topic. It is also advisable to consult experts in Quality: they will provide appropriate knowledge on the subject.
The third step is to train all company personnel in handling complaints. The manual will be available to all members of the organization and workshops will be offered to learn this new and innovative technique.
The fourth step will be to communicate to customers and suppliers about this new direction of the company. It is considered important to invite them to talks and demonstrations about the new procedures. The client must perceive our sincere desire to professionally attend to all complaints and suggestions. This talk can also be used to show new products and services.
The fifth step is to continue with this new way of serving customers. The Procedure for dealing with complaints should be reviewed and added: this is an important solution for the growth of the organization
When to start
Immediately: others have already started it, with all the formality. We invite you to consult:
www.portaldequejas.com/
