Effective complaint handling is a powerful tool for attracting and retaining customers. It is a skill that should be developed throughout organizations, but particularly by customer service personnel. However, complaint handling is often viewed in a negative light. This is usually due to the following reasons:
- The idea that complaint handling is a small and relatively minor part of broader programs such as better customer service, negotiation skills, effective communication or conflict management.
- The concept that complaints are irritating or negative and best handled by ignoring, minimising or eliminating the complaint or complainant.
In this Skill Builder, complaints are presented as a positive opportunity for individuals and organisations to increase their competitive edge and build customer loyalty. The skills required to effectively handle complaints are also described.
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