Most businesses do not proactively encourage complaining and actually conspire to make it difficult to complain. It is important for complaining customers to talk to the business owner, not others. Talking gives the business owner the chance to return the customer to a state of satisfaction so they will be more likely to visit the business again and make important purchases. Businesses that offer a rational explanation and demonstrate sensitivity and concern, will find the complaining customer responds accordingly. Let the customer know you want to hear from them, make it clear that you want honest feedback, and show you can deal with feedback.
Access is always an important component of quality service.
The customer must perceive easy and welcome access. Provide and market alternative complaint channels, for example, comment cards, e-mail, telephone. 5. Help managers and staff encourage complaints. This includes education regarding observation, active listening and problem solving. Enable and encourage front line staff to solve problems.