Customers are also not always right in the way they go about complaining. The most valid complaint can be undone by an unreasonable, abrasive bully who causes a scene and humiliates a staff member.
Yes we all know the stats that it costs more to win a new customer than to keep an existing customer, but good companies honour the obligation they have towards their staff as well. Have you ever considered how much it costs to recruit and train a replacement staff member?
getclosure! the online complaints management and customer affairs portal has pulled together this useful guide for consumers on when to complain, and how to complain in such a way that a satisfactory outcome is achieved.
WHEN YOU SHOULD COMPLAIN.
At getclosure! we believe the customer has the right to complain whenever they feel aggrieved by poor service ? here are some common sense guidelines on when to take issue with a supplier.
With the Consumer Protection Bill set to be signed into law imminently, South Africans will be among the best protected consumers in the world. It is up to each and every South African to be aware of their rights, in order to enforce them.
It is also a good idea to always read, and make sure you understand, any contract you sign. You have every right to do this, despite pushy salespeople going in for the close.
Finally if you are unsure of your rights, turn to one of the remedy providers listed on the getclosure
HOW TO COMPLAIN.
Once you have established that you do indeed have a legitimate complaint, here are a few handy hints about the best way to tackle shoddy customer service without losing your cool, and still arriving at a satisfactory outcome.
1. Raise the issue immediately ?
obviously first prize is to have your problem sorted out then and there. A free meal two weeks after the spoilt dinner with friends and family is not the same as having your incorrect order rectified on the spot..
2.Be clear on what the problem is and how you would like it to be fixed. ?
Your restaurant is a disgrace and I?ll never eat here again? is far less productive than ?I asked for my steak to be medium rare, not well done, please would you replace it??
As frustrating as the situation may be, you are more likely to get a good response if you remain polite and assertive. Remember you are speaking to another person.
4. If the person you are talking to is unhelpful or seems unable to do anything about your request, ask to speak to someone more senior in the organisation. Businesses empower their staff to quickly rectify complaints using their own initiative
5. If you have the patience to deal with a call centre, take down the details of who you spoke to, the time of the call, and a reference number. This will make follow-ups easier.
6. If you still don?t arrive at a satisfactory outcome, or can?stand to deal with call centres, submit your complaint for free online and your complaint will get to the appropriate person in various organizations available at your disposal.