Caroline Wells, customer services expert in the Trust’s training and consultancy team, looks at the challenge of complaints handling, and practical steps creditors and other organisations can take to make complaining easier.
We are told that complaints are a gift. Although they may well be, as they help you to improve your product or service – it doesn’t always feel that way when you are at the receiving end of an unhappy customer. When looking at complaints it’s important to see them from a human behaviour perspective and how what they’re saying applies to your organisation.
Part of this is looking at not just what makes your customers complain, but what stops them complaining. Having an issue but not being able to discuss it can cause challenges that lead to financial difficulty and problem debt further down the line.