Learning from those experiences, th

Learning from those experiences, there are some factors, that can’t be taken lightly to be able to effectively deal with complaint.
What customers expect when they make complaint?
The faster you can respond to the customers, the better chance customers will show their gratitude towards the brand. Moreover, it can improve the customer’s loyalty. However, 24 hours rule applies here because some business may tackle the problem so soon that they don’t even have time to investigate complaint thoroughly resulting in the waste of time and resources if they give the wrong solution to the problem.
Additionally, how you contact with your customers are also essential. According to Sarah Cook (2012), in her book about Complaint Management Excellence, 70% of customers prefer to directly discuss through phone rather than email or any other methods. It is fast and being personal will be the advantage here because customers will feel we commit to their problems and try our best to solve the problem so that we can be in the win — win situation.
Any marketer should be able to understand the strength of word — of — mouth between our old customers and potential customers. It is influential because their experience of the used products/services will effect the potential customers’ buying decisions. Any business should understand that they always have one opportunity to fix their mistakes before it is spread to others. This is mostly happened when we fail to deliver on promises that don't meet their expectations.
Anytime conducting a complaint, cost is always associated including economic and emotional cost. It is obvious that economic cost is the time and money they spend to communicate their problems with businesses, yet, when bad things happen, frustration, distress, and annoyance are emotions coming along with our target. Consequently, most of our staff needs to learn emotional intelligence in order to give out the solution that can impress, relieve our buyers. Sarah Cook also emphasises to build loyalty of customers towards our brand, it is psychological effect of trust, customers has the tendency to commit to one brand when they trust them. This perception is applicable to every after — sale services.

Improve Customer Service
Coming to next concern is how business can maintain the same working spirit if they want to be customer — centric or we can stay being well — known for the after — sale service. This depends on the internal stakeholders who want to change their business’s culture so their staff can be self — motivated to solve customers’ complaint with their best.
There is no denial in the importance of reducing cost in any business. That is the reason business tries to reduce resources’ usage and customer service department is no exception. However, without the necessary resources, employees will fell devastated when customers’ complaints come in because they can’t handle with their best ability. As mentioned above, customers become nasty when it comes to waiting, it is best to have a well — trained customer service team so it can save time for buyers but also fasten up the after — sale services, less paperwork to process.
Delegation is a great suggestion to improve customer service department. Giving your staffs a power to make their own decision can provide a wide range of flexibility, one thing for sure is dealing with human is more complex than anybody can think because human emotion is hard to control and people will have different expectation when they complain. Nevertheless, supervisor has to define the limitation to reduce wasting unnecessary resources.
I would like to quote a statement of Sarah Cook in her book, Complaint Management Excellence:
“As customers we recognise good or bad service as soon as we receive it. As service providers, however, we are frequently in danger of failing to recognise the sensitivities and needs of the customer, particular when they complain.”
The quote implies the key to success in customer’s service is that we can be able to put ourselves in consumers’ shoes as the complaints come in. It is aLL about the EMOTIONAL INTELLIGENT, which can be simply described as a two — way emotional communication. Employees with high EQ can understand others’ feelings — sad, happy or depressed. The more they can sympathise with clients, the easier they can solve the problem as well as find the common solution.

The most important suggestion that will be surprised most people is motivating customers to speak out their problems. Before establishing any business, entrepreneur is fully aware of the potential fault coming from their products/services. Complaint will be the opportunity for them to fix thing rights and confirm their position in customer’s minds. According to researchers, consumers don’t want to make complaint because of some reason:
They don’t think anything will happen as a result
Too much hassle
Too difficult to reach right department
Lack of time
However, the reason, “Lack of time”, takes a low percentage while the other three are majority. As many people has suggested different approaches in order to motivate customers raising their voice, in general, their experience after using products or services. New policies and application of new technology may be necessary here. In more detail, some policies I am mentioning about:
Announce ways to get in touch with business
To ensure the smooth communication between consumers and business, we need to be publish “How to get in touch” section in the easiest with variety of communication method so it can be usable to any customers, from online (social media, HomePage, email, etc.) to phone or direct face — to — face.
Respond fast to any inquiries
As mentioned above, buyers don’t like to wait, even though, customer’s service can’t solve that, but they have to call back to customers to express their solution or attempt to solve the problems.
Showing proof of business solving customers’ problems
It can be simply like a post on the Bulletin Board or short article in newspaper and magazine. However, when it comes to technological era, it is best to have an approach that is influential and can reach to many people. Social medias, such as Facebook and Twitter, are the most common used, especially, it is free and business can make use of it to reduce cost, yet, they can communicate with many people. Posting pictures, thank - you email from clients can build a stable foundation in buyers’ minds that: “We do care for your satisfaction,”
These are some methods that I have recommended for business to improve their customer’s services. Anything has their good sides and bad sides, using social media can be less cost and seen by many people. Despite that, it can be the double — edged sword, we can’t control the content of clients posting on our social media, it can greatly harm our reputation and our solution to solve those problems can quite cost the business.

To sum up, the following section will summarise what I have mentioned above in short.
Report the problem
Ensuring that your contact details are readily available to customers, e.g. the Yellow Pages of the telephone book.
When the problem is report:
• Thank the customer for bringing the problem to your attention.
• Treat the customer with empathy, courtesy, patience, honesty and fairness.
• Speak to the customer in person, and do not rely solely on written complaints, or records of conversations.
• Show the customer that you clearly understand their problem by listening and taking notes.
• Asking questions to clarify the situation
• Do not jump to conclusions, apportion blame, or become defensive.
• Summarise back to the customer your understand of the problem.
• Respond to the problem quickly, tell the customer how it will be handled and tell them when they can expect a response.

Solving the problem
• Tell the customer you are taking responsibility for dealing with the problem
• Familiarise yourself with any background information. This could include checking internal records, speaking to staff and checking how this compares with the customer’s version of events.
• Be solution - focused by involving the customer in this process
• Make sure the customer is happy with the proposed solution before going ahead.
• Ensure that the solution meets any legal obligations. If the customer is asking for more than their legal right and you feel they are making any unrealistic demand, explain what the law says. You could refer them to this website or the Citizen Advice Bureau to check on their legal rights.
• Where there are no legal obligation, offer a solution that in the circumstances best meets the needs of your business. For example, if the law says a customer is entitled to a repair, you may be willing to offer a replacement if that is what the customer wants. The cost of satisfying the customer is likely to be less than the cost of losing them.
• Make sure you do what you promised to do, and don't delay - quick action will keep customer happy, but stalling and delays will lose customers. If there is going to be a delay, tell the customer.
• Tell the customer what your business will do to prevent the problem from happening again.
There are many other things that can improve customer services. Sometimes, it can come from the idea of customer services. For instance, if we can perform faster than our competitors that mean we are winning. This approach is more of the practical side because it can be changed due to different market circumstances.
We can simply start by looking at our competitors, looking at their products / services and more importantly, how they are dealing with complaints.
Looking at the industry trends, reading news and insight from articles and research data applies it into business, it can be the new machine that can enhance production line reducing fault products or better surveill

Kết quả (Việt) 1:

Học hỏi từ những kinh nghiệm, có một số yếu tố, mà không thể được thực hiện nhẹ để có thể có hiệu quả giải quyết khiếu nại. Khách hàng những gì mong đợi khi họ thực hiện khiếu nại?Nhanh hơn bạn có thể đáp ứng cho khách hàng, khách hàng cơ hội tốt hơn sẽ hiển thị của lòng biết ơn đối với các thương hiệu. Hơn nữa, nó có thể cải thiện lòng trung thành của khách hàng. Tuy nhiên, 24 giờ quy tắc áp dụng ở đây bởi vì một số doanh nghiệp có thể giải quyết vấn đề sớm như vậy mà họ còn không có thời gian để điều tra khiếu nại triệt để kết quả là sự lãng phí thời gian và nguồn lực nếu họ cung cấp cho các giải pháp sai cho vấn đề. Ngoài ra, làm thế nào bạn liên hệ với khách hàng của bạn là cũng rất cần thiết. Theo Sarah Cook (2012), trong cuốn sách của cô về khiếu nại quản lý xuất sắc, 70% khách hàng thích để thảo luận về trực tiếp thông qua điện thoại chứ không phải email hoặc bất kỳ phương pháp khác. Đó là nhanh chóng và được cá nhân sẽ là lợi thế ở đây bởi vì khách hàng sẽ cảm thấy chúng tôi cam kết các vấn đề và cố gắng hết sức để giải quyết vấn đề do đó chúng tôi có thể có trong việc giành chiến thắng-thắng.Bất kỳ nhà tiếp thị có thể hiểu sức mạnh của từ-của-miệng giữa cũ khách và khách hàng tiềm năng của chúng tôi. Nó là có ảnh hưởng lớn bởi vì kinh nghiệm của họ được sử dụng sản phẩm/dịch vụ sẽ có hiệu lực quyết định mua của khách hàng tiềm năng. Bất kỳ doanh nghiệp nên hiểu rằng họ luôn luôn có một cơ hội để sửa chữa những sai lầm của họ trước khi nó được lan truyền cho người khác. Điều này chủ yếu xảy ra khi chúng tôi không cung cấp vào lời hứa không đáp ứng mong đợi của họ. Bất cứ lúc nào tiến hành đơn khiếu nại, chi phí là luôn luôn liên quan bao gồm cả chi phí kinh tế và tình cảm. Nó là hiển nhiên rằng chi phí kinh tế là thời gian và tiền họ chi tiêu để giao tiếp các vấn đề của họ với các doanh nghiệp, Tuy nhiên, khi những điều xấu xảy ra, thất vọng, đau khổ, và ít phiền toái là những cảm xúc đến cùng với mục tiêu của chúng tôi. Do đó, hầu hết nhân viên của chúng tôi cần phải tìm hiểu tình cảm tình báo để đưa ra các giải pháp mà có thể gây ấn tượng với, làm giảm những người mua của chúng tôi. Sarah Cook cũng emphasises để xây dựng lòng trung thành của khách hàng đối với thương hiệu của chúng tôi, đó là ảnh hưởng tâm lý của niềm tin, khách có xu hướng để cam kết một thương hiệu khi họ tin tưởng họ. Nhận thức này được áp dụng đến mỗi sau khi — bán dịch vụ. Cải thiện dịch vụ khách hàngĐến với mối quan tâm kế tiếp là cách kinh doanh có thể duy trì tinh thần làm việc cùng nếu họ muốn là khách hàng-Trung tâm hoặc chúng tôi có thể ở lại là tốt-được biết đến với các sau khi — bán dịch vụ. Điều này phụ thuộc vào các bên liên quan nội bộ, những người muốn thay đổi văn hóa kinh doanh của họ để nhân viên của họ có thể có tự-động cơ để giải quyết khiếu nại của khách hàng với tốt nhất của họ. There is no denial in the importance of reducing cost in any business. That is the reason business tries to reduce resources’ usage and customer service department is no exception. However, without the necessary resources, employees will fell devastated when customers’ complaints come in because they can’t handle with their best ability. As mentioned above, customers become nasty when it comes to waiting, it is best to have a well — trained customer service team so it can save time for buyers but also fasten up the after — sale services, less paperwork to process. Delegation is a great suggestion to improve customer service department. Giving your staffs a power to make their own decision can provide a wide range of flexibility, one thing for sure is dealing with human is more complex than anybody can think because human emotion is hard to control and people will have different expectation when they complain. Nevertheless, supervisor has to define the limitation to reduce wasting unnecessary resources. I would like to quote a statement of Sarah Cook in her book, Complaint Management Excellence: “As customers we recognise good or bad service as soon as we receive it. As service providers, however, we are frequently in danger of failing to recognise the sensitivities and needs of the customer, particular when they complain.” The quote implies the key to success in customer’s service is that we can be able to put ourselves in consumers’ shoes as the complaints come in. It is aLL about the EMOTIONAL INTELLIGENT, which can be simply described as a two — way emotional communication. Employees with high EQ can understand others’ feelings — sad, happy or depressed. The more they can sympathise with clients, the easier they can solve the problem as well as find the common solution. The most important suggestion that will be surprised most people is motivating customers to speak out their problems. Before establishing any business, entrepreneur is fully aware of the potential fault coming from their products/services. Complaint will be the opportunity for them to fix thing rights and confirm their position in customer’s minds. According to researchers, consumers don’t want to make complaint because of some reason: They don’t think anything will happen as a result Too much hassle Too difficult to reach right department Lack of timeHowever, the reason, “Lack of time”, takes a low percentage while the other three are majority. As many people has suggested different approaches in order to motivate customers raising their voice, in general, their experience after using products or services. New policies and application of new technology may be necessary here. In more detail, some policies I am mentioning about: Announce ways to get in touch with business
To ensure the smooth communication between consumers and business, we need to be publish “How to get in touch” section in the easiest with variety of communication method so it can be usable to any customers, from online (social media, HomePage, email, etc.) to phone or direct face — to — face.
Respond fast to any inquiries
As mentioned above, buyers don’t like to wait, even though, customer’s service can’t solve that, but they have to call back to customers to express their solution or attempt to solve the problems.
Showing proof of business solving customers’ problems
It can be simply like a post on the Bulletin Board or short article in newspaper and magazine. However, when it comes to technological era, it is best to have an approach that is influential and can reach to many people. Social medias, such as Facebook and Twitter, are the most common used, especially, it is free and business can make use of it to reduce cost, yet, they can communicate with many people. Posting pictures, thank - you email from clients can build a stable foundation in buyers’ minds that: “We do care for your satisfaction,”
These are some methods that I have recommended for business to improve their customer’s services. Anything has their good sides and bad sides, using social media can be less cost and seen by many people. Despite that, it can be the double — edged sword, we can’t control the content of clients posting on our social media, it can greatly harm our reputation and our solution to solve those problems can quite cost the business.

To sum up, the following section will summarise what I have mentioned above in short.
Report the problem
Ensuring that your contact details are readily available to customers, e.g. the Yellow Pages of the telephone book.
When the problem is report:
• Thank the customer for bringing the problem to your attention.
• Treat the customer with empathy, courtesy, patience, honesty and fairness.
• Speak to the customer in person, and do not rely solely on written complaints, or records of conversations.
• Show the customer that you clearly understand their problem by listening and taking notes.
• Asking questions to clarify the situation
• Do not jump to conclusions, apportion blame, or become defensive.
• Summarise back to the customer your understand of the problem.
• Respond to the problem quickly, tell the customer how it will be handled and tell them when they can expect a response.

Solving the problem
• Tell the customer you are taking responsibility for dealing with the problem
• Familiarise yourself with any background information. This could include checking internal records, speaking to staff and checking how this compares with the customer’s version of events.
• Be solution - focused by involving the customer in this process
• Make sure the customer is happy with the proposed solution before going ahead.
• Ensure that the solution meets any legal obligations. If the customer is asking for more than their legal right and you feel they are making any unrealistic demand, explain what the law says. You could refer them to this website or the Citizen Advice Bureau to check on their legal rights.
• Where there are no legal obligation, offer a solution that in the circumstances best meets the needs of your business. For example, if the law says a customer is entitled to a repair, you may be willing to offer a replacement if that is what the customer wants. The cost of satisfying the customer is likely to be less than the cost of losing them.
• Make sure you do what you promised to do, and don't delay - quick action will keep customer happy, but stalling and delays will lose customers. If there is going to be a delay, tell the customer.
• Tell the customer what your business will do to prevent the problem from happening again.
There are many other things that can improve customer services. Sometimes, it can come from the idea of customer services. For instance, if we can perform faster than our competitors that mean we are winning. This approach is more of the practical side because it can be changed due to different market circumstances.
We can simply start by looking at our competitors, looking at their products / services and more importantly, how they are dealing with complaints.
Looking at the industry trends, reading news and insight from articles and research data applies it into business, it can be the new machine that can enhance production line reducing fault products or better surveill