Customer Always Wrong?

The traditional mantra for successful businesses ‘the customer is always right’ is under threat, as UK businesses get tough with complaining customers.


 
The survey by alldayPA, which questioned 1,000 members of the public, found that most (76%) had been frustrated with businesses refusing to apologise when things had gone wrong with a product or service.

Just under half (47%) had an even worse experience being told that problems were their fault when they tried to make what they consider to be legitimate complaints.

Holiday companies were found to be worst at dealing with customer complaints, with 31% of respondents saying they had experienced operators refusing to apologise, accept responsibility or help with problems.

These were closely followed by utility providers (such as power, telecoms and water companies) – with 26% of respondents reporting problems – banks (21%) and delivery companies (20%).

The telephone is still the preferred method to make a complaint, favoured by 70% of people surveyed, and bad telephone experiences often add to the frustrations of complaining customers.

68% of people had experienced problems with rude and unhelpful call handlers whilst 55% said that they had been frustrated with automated call menus when all they wanted to do was reach someone to speak with.

Sue Ratcliffe, spokesperson at alldayPA, said: “With many companies using websites and automated call menus to deal with many customer interactions, it seems the art of listening to complaints may be under threat.”
 
5 ‘don’ts’ when dealing with a complaint:
  *  Don't blame the client, even if they are at fault
  *  Don't interrupt, unless absolutely necessary
  *  Don't bounce the client around departments
  *  Don't baffle clients with jargon
  *  Don't rise to client's frustrations
                                                             
5 ‘do’s’ when dealing with a complaint:
  *  Listen
  *  Empathise, without patronising
  *  Accept “ownership” of the issue – if there is a problem, see it through to its resolution
  *  Be clear in setting out what you will do next
  *  Treat your clients how you would expect to be treated