{"id":961,"date":"2015-02-03T13:52:51","date_gmt":"2015-02-03T13:52:51","guid":{"rendered":"https:\/\/dhp.co.uk\/?p=961"},"modified":"2019-04-02T08:49:42","modified_gmt":"2019-04-02T08:49:42","slug":"constantly-busy-dealing-customer-complaints","status":"publish","type":"post","link":"https:\/\/dhp.co.uk\/constantly-busy-dealing-customer-complaints\/","title":{"rendered":"Constantly Busy Dealing With Customer Complaints"},"content":{"rendered":"\n\t<p>In a service industry you don\u2019t always have a tangible product your customers can touch, hold, break or misuse. The service you provide \u2018is\u2019 your product, and when it doesn\u2019t function, customers quickly become frustrated, just as they would with a product that doesn\u2019t work.<\/p>\n\t<blockquote><p>\u201cEvery contact we have with a customer influences whether or not they\u2019ll come back. We have to be great every time or we\u2019ll lose them.\u201d<\/p>\n<footer>Kevin Stirtz<\/footer>\n<\/blockquote>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/dhp.co.uk\/wp-content\/uploads\/2015\/02\/customer-complaints-influence-1.jpg\" alt=\"influence\" itemprop=\"image\" height=\"365\" width=\"548\" title=\"influence\" onerror=\"this.style.display='none'\"  \/>\n\t<h2>Complaints and poor service<\/h2>\n<p>In our operational experience the most common complaints are always associated with poor service. Triggered by inconsistency and incompleteness, poor service leaves customers feeling they\u2019ve been treated unfairly, have been let down and promises have been broken. Failing once is bad enough yet all too often companies fail customer on multiple occasions \u2013 by not doing something properly or not doing it at all. Commonly this is a result of an operation failing to complete a task to the required standard.<\/p>\n<p>Customers tend not to complain (directly to the business) the first time a problem is encountered. Complaints do start arriving at your door when things have gone wrong more than once, and the customer is totally exasperated. By the time you receive a complaint the damage has already been done. You\u2019ve driven your customer to the end of their tether.<\/p>\n<p>Lots of customer complaints indicate something is broken or incorrectly balanced within that organisation. This can be caused by many factors such as inefficiency, lack of control, poor quality and clarity of communication and that you\u2019re difficult to deal with.<\/p>\n\t<blockquote><p>\u201cBeing on par in terms of price and quality only gets you into the game. Service wins the game.\u201d<\/p>\n<footer>Tony Allesandra<\/footer>\n<\/blockquote>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/dhp.co.uk\/wp-content\/uploads\/2015\/02\/customer-complaints-winning-the-game-1.jpg\" alt=\"Businessman playing chess\" itemprop=\"image\" height=\"364\" width=\"548\" title=\"Businessman playing chess\" onerror=\"this.style.display='none'\"  \/>\n\t<h2>A reflection in the mirror<\/h2>\n<p>Complaints provide a reflection in the operational mirror \u2013 a reflection on you which can be painful and frustrating to look at. Complaining customers are telling you to take a look at yourself, your internal operation and they want you to do something about it. You don\u2019t need to live with a bad reflection. Optimistic operations see complaints as free feedback, a trigger to identify root causes and a great source of improvement opportunity. Complaints are a call to action which you can\u2019t afford to ignore. With a change in mindset and the right tools, you can rapidly achieve improvement in your operation.<\/p>\n<p>We\u2019ve assisted operations to reduce complaint with a combination of software, frameworks, methodology and experienced consultants who possess a deep understanding of operations.<\/p>\n<p>With clients, we:<\/p>\n<ul>\n<li>measure, understand and regain control of the operation<\/li>\n<li>set it up so it\u2019s able to deliver service in the right way<\/li>\n<li>work closely with managers to move focus to a customer-centric mindset,<\/li>\n<li>identify continuous improvement opportunities in the operation.<\/li>\n<li>diagnose root causes to resolve and strive to eliminate recurrence.<\/li>\n<li>empower staff to take action.<\/li>\n<\/ul>\n<p>At dhp we can help you take a proactive approach to complaints. We\u2019ll help you continually improve and achieve operational excellence. \u00a0To understand what needs to be done properly in the first place, and how best to manage complaints when they arrive.<\/p>\n<p><a title=\"Contact dhp\" href=\"https:\/\/dhp.co.uk\/contact-us-v1\/\">If complaints pose a challenge within your organisation, get in touch with us. We would be happy to talk to you about how we can help you reduce them.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a service industry you don\u2019t always have a tangible product your customers can touch, hold, break or misuse. The service you provide \u2018is\u2019 your product, and when it doesn\u2019t [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2376,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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