By Randy L. Snyder
Everyone I know (and certainly, yours truly) has reason to complain about a product purchased or the service received during the transaction and in many cases, is frustrated by the frequency of occurrences! Part I of this two part series will deal exclusively of "when" and "how" to register your complaint, effectively!
The veritable, albeit, sad truth is that many major companies continue to make faulty products and many organizations are repeat offenders of sales personnel derelict in meeting customer expectations of service! My philosophy is these companies do not address those problems because most consumers will not take the time to effectively voice their criticism in the right manner to the right people within the organization.
Those businesses that know that they have innate problems within their organizations and do not correct them, may survive in the short term, but will not reach the longevity that successful companies enjoy! Part II will deal with successful approaches for a business to ascertain their degree of customer satisfaction and if faulty, steps to resolve negative situations and transform them into a positive one!
The key to expressing complaints that result in action depend on three elements. The first is timing, the second is specifics and last, but not least is reaching the right person! The closer to the actual incident or experience that caused the dissatisfaction the better. Certainly, in the case of a faulty product, there may be a longer time lapse from the point of purchase to the actual bad experience. In the case of mistreatment or lack of service from an employee of the business, the sooner the better. In a situation where the business has several consumers present, the complaint must be issued out of ear distance or even visibility of the consumers not involved. Addressing the person on the receiving end in a loud and animated manner will only further exacerbate the situation and not result in a favorable ending. Also, if there is no supervisor or person of authority available, it is better to address the situation via mail or phone to the proper person as soon as possible after leaving the business.
In the event that the person handling the situation seems indifferent, or removed, it may be necessary to ask for the person of higher authority in the business. I.e., if the assistant manager is representing the authority in the store, when requested, and seems indecisive, ask for the manager. If the manager is indifferent, ask for the owner or home office contact. Most people in top positions are prone to make a decision that is in favor of and will satisfy the consumer!
Specifics are very important to resulting satisfaction. In the case of a faulty product, always note, (include the receipt or copy) the date of purchase, the expectation of the product when purchased and the reason for dissatisfaction. In the case of lack of service or discourteous treatment by a customer service person, include the date, the time, and if possible the name of the employee. Due to scheduling, numerous employees, if this is not included, it will be difficult for the person of authority to address the situation and moreover do something to prevent future offenses by this person. Good management and ownership appreciate offering specifics as this offers them the opportunity to address the behavior and offender to save business in the future!
We look forward to your return to our blog next week to Part II as we address things the business can do to transform complaints into positives assuring consumer return to the business!
Randy Snyder is a regular contributor to Salesheads and has over 35 years of practical experience in all aspects of customer service garnered with four national chains and 12 years of international consulting experience. He can be reached at (p) 828 625 4932 or e mail at rsnyder921@att.net.
Considering a career in retail sales? Take a look at saleheads.com to see what types of sales jobs are available in your area.
Everyone I know (and certainly, yours truly) has reason to complain about a product purchased or the service received during the transaction and in many cases, is frustrated by the frequency of occurrences! Part I of this two part series will deal exclusively of "when" and "how" to register your complaint, effectively!
The veritable, albeit, sad truth is that many major companies continue to make faulty products and many organizations are repeat offenders of sales personnel derelict in meeting customer expectations of service! My philosophy is these companies do not address those problems because most consumers will not take the time to effectively voice their criticism in the right manner to the right people within the organization.
Those businesses that know that they have innate problems within their organizations and do not correct them, may survive in the short term, but will not reach the longevity that successful companies enjoy! Part II will deal with successful approaches for a business to ascertain their degree of customer satisfaction and if faulty, steps to resolve negative situations and transform them into a positive one!
The key to expressing complaints that result in action depend on three elements. The first is timing, the second is specifics and last, but not least is reaching the right person! The closer to the actual incident or experience that caused the dissatisfaction the better. Certainly, in the case of a faulty product, there may be a longer time lapse from the point of purchase to the actual bad experience. In the case of mistreatment or lack of service from an employee of the business, the sooner the better. In a situation where the business has several consumers present, the complaint must be issued out of ear distance or even visibility of the consumers not involved. Addressing the person on the receiving end in a loud and animated manner will only further exacerbate the situation and not result in a favorable ending. Also, if there is no supervisor or person of authority available, it is better to address the situation via mail or phone to the proper person as soon as possible after leaving the business.
In the event that the person handling the situation seems indifferent, or removed, it may be necessary to ask for the person of higher authority in the business. I.e., if the assistant manager is representing the authority in the store, when requested, and seems indecisive, ask for the manager. If the manager is indifferent, ask for the owner or home office contact. Most people in top positions are prone to make a decision that is in favor of and will satisfy the consumer!
Specifics are very important to resulting satisfaction. In the case of a faulty product, always note, (include the receipt or copy) the date of purchase, the expectation of the product when purchased and the reason for dissatisfaction. In the case of lack of service or discourteous treatment by a customer service person, include the date, the time, and if possible the name of the employee. Due to scheduling, numerous employees, if this is not included, it will be difficult for the person of authority to address the situation and moreover do something to prevent future offenses by this person. Good management and ownership appreciate offering specifics as this offers them the opportunity to address the behavior and offender to save business in the future!
We look forward to your return to our blog next week to Part II as we address things the business can do to transform complaints into positives assuring consumer return to the business!
Randy Snyder is a regular contributor to Salesheads and has over 35 years of practical experience in all aspects of customer service garnered with four national chains and 12 years of international consulting experience. He can be reached at (p) 828 625 4932 or e mail at rsnyder921@att.net.
Considering a career in retail sales? Take a look at saleheads.com to see what types of sales jobs are available in your area.
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