Complaint management a complaint is no nagging or disturbance of the peace, but in retrospect any customer’s request or the warning signal of a jump-ready customers. As for any dissatisfaction of the customer immediately thinks about a change. And he will also always gnadenloser do this in future. Who failed today, gets a second chance by demanding customers. Because the offers on the market are huge.
And the competition is already lurking. “If you want to know the culture of a company in ten seconds, then make the easiest in all sectors with a complaint”, says the successful hotelier Klaus Kobjoll from the Schindler Court in Nuremberg. Our customers must be satisfied”, recently said a medium-sized company, we received only four complaints per week.” A fatal mistake! If you have any complaints, has no more customers soon! Because in addition to the presented symptoms there, so American studies found that 96 people who say nothing, but quietly leave based on 100 cases. 96 percent! Why So what is this number? Because customers would rather flee rather than to turn to attack. (A complaint will bring nothing but trouble!”). And because each complaint also emotional reasons behind, which prefer to hide the most people. So why is returned always so rare? It is a matter of the type.
It makes too much work or too expensive. It frustrated and pulls himself down. It appears as a trifling matter compared to the possible outcome. You do not know where or with whom. It has made bad experiences with others or within the same company. You are afraid to be embarrassed or to stand there like a fool. You afraid of inconvenience or reprisals. You have fear of mental injury. One does not believe in the willingness to make amends. Link to the eBook: rw_e13v/main.asp? WebID = schueller3 & PageID = 55