Complaint Handling

The paper is about complaint handling and service recovery. I will point out the importance of complaint first and then briefly introduce the approach of complaint handling. Next, I will discuss about how can we make good use of service guarantee. I will share my own experience and at last there will be a conclusion.

“Complaint is a statement about expectations that have not been met. It is also an opportunity for an organization to satisfy a dissatisfied customer by fixing service or product breakdown.” (Janelle, Claus, 1996: 11). In other words, complaint is a gift customers give to a business. They are actually giving some suggestions or pointing out limitations of company so that company can focus on the certain aspect to improve. In addition, it is implied that the complaining customers have some degree of loyalty towards the company and also give company a chance. Otherwise, they would just change the service provider or do nothing as they are dissatisfied. We should pay more attention to complaint and also the complaining customers and seek them as a gift.

When there is complaint, we have to handle it and recover it. Janelle & Claus (1996) said that service recovery do not happen automatically. We should do best in investigate what is happened and the approach to problem solving. Here are the steps once you are receiving the complaint suggested by Janelle & Claus (1996) which about complain handling I would like to share.

The 1st step we should say ‘thank you’ and explain why we appreciate the complaint. As we mentioned in the above paragraph, we should seek complaint as a gift so we should say ‘thank you’ as usual as we received present. And then we can say ‘thank you for telling me that…’to thanks the customers again and tell them we understand the problem. The step first is to unfold a harmony conversation which is useful in changing the angry mood of customer.

The 2nd step we should apologize to customers so as to admit the...