When I experience poor service there are broadly speaking, 2 ways my complaint can be dealt with. The first, and my preferred method, is with some concern and action to do what needs to be done to keep my business, and the second, which I often receive is a ‘can’t be bothered’ or ‘argumentative’ attitude.
Unfortunately the stories I hear from customers, colleagues and friends around the world suggest that the second method is very common today and that little training of front line staff in complaint handling is actually carried out. We all know customers aren’t always right but we should also know how to deal with them so they get the best possible service and regard our company as being a service oriented business.
Don’t overlook the service training needs of your front staff!