HOLY ANGEL UNIVERSITY
Sto. Rosario, Angeles City
Sto. Rosario, Angeles City
Date: September 12, 2011
To: The Second Assistant Manager
From: Edlyn O. Retucsan
Christal H. Zapata
Subject: Reducing Customer Complaint Everyday
In the interview, you informed us that one of your main problem is customer complaint which you experience it almost everyday. Since your company is a franchise fast food chain, it is hard to have a customer complaint, your business might breakdown.
While it's understandable that you will have customer complaints from time to time, that doesn't mean you can't do anything to try to prevent them. Most customers complain not because something bad happened, but because they feel like you could have done more to prevent it. By taking some time to prevent bad things from happening as well as practicing damage control once they do, you can reduce those complaints into the single digits – and that means your business is going to succeed even more.
So, here are some possible solution that we recommend to reduce customer complaint:
1. Check your business
2. Set Feedback box for customer
3. First thing to do is apologize first
4. Second thing to do is explain later
5. Fix the problem Immediately
6. Thank the people for their comments and complaint
Check Your Business
From time to time, you need to go into your branch as though you were a customer yourself. This will help you to see what is and what is not working for your company – and what may need to be changed. By taking time to look at your business, you will often find that things are different from what you see from your end. Go through the entire area and make sure everything is under control and that you're presenting the best case for your business.
Set Feedback Box For Customer
By creating a box for customers to complain or simply to give comments, you will encourage customers to let you know things that are problematic before they turn into complaints. You might want to leave an email that's just for complaints or you might want to have a forum upon which customers can review their experiences. Of course, you will need to read these pieces often and respond to them immediately to be sure that customers can tell that you're listening.
First Thing To Do Is Apologize First...
Instead of immediately explaining what went wrong during a transaction, you should apologize first. So often, customers simply feel like you don't care about them when something goes wrong – but when you apologize, you are admitting that it was your fault. It's such a simply thing, but it can help to immediately soften the tone of your customer and allow for you to make reparations.
Second Thing To Do Is Explain Later
At the same time, you should explain to the customer exactly what went wrong. Try not to include any excuses, but rather talk to them about what happened from your end of the transaction. Stick with the facts of what happened and point out where things went wrong. This will show that you care about the transaction and that you have clear reference points from which to change the issues so they don't occur again. In addition, when you explaining what went wrong, give the customer a chance to tell you whether you are 'getting' what they saw as being wrong.
Fix The Problem Immediately
The first thing you need to do when someone complains is fix the problem. If something wasn't delivered quickly, find a way to get it to them as quickly as possible. If something was served, but it wasn't the right thing, make sure to send the right thing. Fix whatever the problem was immediately and then offer a discount or something free in exchange if you can.
Thank People for their Comments and Complaints
While this sounds like an off tactic, when you (as a business) take time out of your schedule to thank a customer for bringing a problem to your attention, you allow them to be a part of the solution. This shows that you understand their part in the process and how valuable the customer really is. Just be sure to thank them at some point of the process in order to showcase their value to you.
People are much less likely to complain when they feel their opinion and their comments really make a difference.
1. The Manager should monitor their area from time to time to see if there is a problem, so that it will fix first before the customer will complaint.
2. By creating a box for customers to complain or simply to give comments, you will encourage customers to let you know things that are problematic before they turn into complaints.
3. Before explaining you should apologize first. When you apologize, you are admitting that it was your fault. It can help you feel the customer that they are important and that you are willing to help them with their complain.
4. At the same time, you should explain to the customer exactly what went wrong. Try not to include any excuses, but rather talk to them about what happened from your end of the transaction.
5. Fix whatever the problem was immediately and then offer a discount or something free in exchange if you can.
6. Just be sure to thank them at some point of the process in order to showcase their value to you.