There are a million ways that you can write a post about customer dissatisfaction and I am sure almost all of us can relate to this topic very well and have been there at many points in our lifetime.
When customer dissatisfaction occurs, the primary goal of front line employees is to immediately assist in the resolution process and recover the trust of the customer in any way, shape or form. This usually starts with some element of calm and then work to compensate the customer and further resolve the matter that would be most appropriate. Is it all happy smiles from there? I think the most frustrating experience is to be held on a call for a longer than expected duration. Who can relate to this? Holding for someone on the other end to assist you and take your matter seriously. Organisations go to great effort to train their service desk staff to assist customers with this, to be friendly, while dealing with difficult customers and escalation processes but there is always that one call when you stay on the line for longer than expected – only to be greeted by someone that appears to be unhelpful. In complete frustration, you end the call.
Most large organisations have developed Complaints escalation processes, such as the example in this link. It’s re-assuring for consumers and especially where there are external authorities that can assist you when your voice has faded. For the telecommunications industry, for example we have the Ombudsman
What is your personal horror story and experience with customer dissatisfaction? In situations where you have had to maintain your “coolness” has the organisation assisted to redress the problem, empathize with your situation and offer you a reward for the inconvenience? or do you have examples, where you have walked away to the contrary?
(Probably good to relate your comments to the experience itself, instead of bagging any organisations. Thanks).
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton