Customer Complaints And Why It Is Important For Improving...

Introduction: I have chosen to write my reflective essay on customer complaints and why it is important to handle them effectively, how to learn from complaints and how my workplace can use a complaint as a way of improving customer experience for the future. Reflective learning encourages development and new approaches to learning (Brockbank et al, 2002). From what I understand, the purpose of reflective writing is to help us recognise the way we work at a deeper level. It is a process in which we learn about ourselves – what we do or need to do to improve our own work. In my essay, I will mention why customers may not want to complain but how complaining is actually beneficial for both customer and employee. The essay brings attention†¦show more content†¦Ideally, if a customer wants to complain to me, I want them to feel that I completely empathise with them and that I am genuinely interested in helping them have a better experience. Truthfully, organisations profit from caring for their customers, however what can be seen as being complicated is that good service means different things to different people (Mayle 2006). It’s important for a company to have a platform for all employees to give a standard, good quality service teaching them to â€Å"do it right the first time† and then allow the employee to then exceed expectations and make it more personal for the customer. I know from being in the position of a customer that having undivided attention whilst using a certain service is important. Nobody wants to feel like th ey are a burden anywhere. It’s nice to feel like staff are going an extra mile for you, even if it is as simple as a conversation about your day. These are skills I think are easily learnt and can be applied to every single service situation. I realise that these things may seem minor but they can make a huge impact on the overall experience a customer will have. How can my organisation learn from complaints? Handling customer complaints and recovering from them can be dramatic. Most customers have more undesirable feelings once they have been through the recovery process if it is not what they expected, this leads me to wonder how canShow MoreRelatedCustomer Service1186 Words   |  5 Pageslook after their customers well, ensuring that the customer is at the heart of their business and everything they do. In marketing terms this is called being customer focused. It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. Therefore, it is very important to understand who our customers are, their expectations of the service they experience and how that effects future choices and decisionsRead MoreBei Capelli A Case Study Souradip Ga671 Words   |  3 PagesBei capeli to a new level with increasing financial side and better customer satisfaction. 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