Comments on: Tip of the Week: Make It Easy for Customers to Complain http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/ Go Where Your VisionPoints Thu, 06 Oct 2011 13:16:45 +0000 hourly 1 http://wordpress.org/?v=3.1 By: Kelly Erickson http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/comment-page-1/#comment-2674 Kelly Erickson Thu, 28 Aug 2008 10:44:56 +0000 http://maximumcustomerexperience.com/?p=214#comment-2674 Joseph, Welcome to Maximum Customer Experience! You bring up an excellent point about how complaint resolution (or the lack) can feel from the inside. I wrote it thinking of how the owner and "the company" benefit, but you are absolutely right—staff stand to benefit through pride in the organization and the joy of being empowered to help folks. A great way to add to the company's "team" feeling. Thanks for your comment! Regards, Kelly Joseph,

Welcome to Maximum Customer Experience!

You bring up an excellent point about how complaint resolution (or the lack) can feel from the inside. I wrote it thinking of how the owner and “the company” benefit, but you are absolutely right—staff stand to benefit through pride in the organization and the joy of being empowered to help folks. A great way to add to the company’s “team” feeling.

Thanks for your comment!

Regards,

Kelly

]]> By: Joseph Wilburn http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/comment-page-1/#comment-2670 Joseph Wilburn Thu, 28 Aug 2008 03:39:11 +0000 http://maximumcustomerexperience.com/?p=214#comment-2670 Great post! I'm pretty relentless in trying to get a hold of company. Coming from a customer service background, I'd say that digging for information has to be a key trait you have to have to succeed in the industry and that translates into my personal life. I would say that though that if a company is non-responsive to complaints, or makes it difficult on you to get a complaint resolved, I'm going to try my hardest NOT to do business with that organization again. As well, think of the hostile environment it causes for the employees who may very well want to help you but can't because processes and procedures prevent them from doing so. As far my own company, my previous employer was not very good at resolving customer complaints and providing a customer experience. That is one reason they are my "former" company. If it's ingrained in the culture and you're not empowered to help change the culture, it's very difficult to tolerate the deficiencies. Cheers, Joseph Joseph Wilburn’s last blog post...<a href="http://prcogitation.com/?p=154" rel="nofollow">What’s new with me</a> Great post! I’m pretty relentless in trying to get a hold of company. Coming from a customer service background, I’d say that digging for information has to be a key trait you have to have to succeed in the industry and that translates into my personal life. I would say that though that if a company is non-responsive to complaints, or makes it difficult on you to get a complaint resolved, I’m going to try my hardest NOT to do business with that organization again. As well, think of the hostile environment it causes for the employees who may very well want to help you but can’t because processes and procedures prevent them from doing so.

As far my own company, my previous employer was not very good at resolving customer complaints and providing a customer experience. That is one reason they are my “former” company. If it’s ingrained in the culture and you’re not empowered to help change the culture, it’s very difficult to tolerate the deficiencies.

Cheers,

Joseph

Joseph Wilburn’s last blog post…What’s new with me

]]> By: Kelly Erickson http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/comment-page-1/#comment-2638 Kelly Erickson Wed, 27 Aug 2008 18:41:15 +0000 http://maximumcustomerexperience.com/?p=214#comment-2638 Dear Readers, How businesses respond to complaints (or don't) is always a hot topic, but how about when the complaint was easily avoidable? If you aren't already a regular at one of my fave blogs, check out Men With Pens' <a href="http://menwithpens.ca/are-you-advertising-one-knee-or-two" rel="nofollow">great post today</a> on an impossibly stupid Customer Experience misstep author Harrison McLeod had to suffer through... on one knee. Until later, Kelly Dear Readers,

How businesses respond to complaints (or don’t) is always a hot topic, but how about when the complaint was easily avoidable?

If you aren’t already a regular at one of my fave blogs, check out Men With Pens’ great post today on an impossibly stupid Customer Experience misstep author Harrison McLeod had to suffer through… on one knee.

Until later,

Kelly

]]> By: Kelly Erickson http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/comment-page-1/#comment-2637 Kelly Erickson Wed, 27 Aug 2008 18:35:11 +0000 http://maximumcustomerexperience.com/?p=214#comment-2637 Glenn, Welcome and thanks for your comment! I'm a big fan of your writing at allbusiness, which you wouldn't know because the site makes me jump through too many hoops to comment (I'm a <a href="http://maximumcustomerexperience.com/2008/08/18/summer-is-a-great-time-to-log-in/" rel="nofollow">hoop-jumper,</a> but c'mon...) and won't let me subscribe to just *your* blog posts. [big frown] So I check in periodically, and lurk. Well, now you know. :) I enjoyed your post-response (especially how far you're willing to go!), and your um, er, honest answer to how you're doing on responding to communications. Glad to run into you here at Maximum Customer Experience, and thanks very much for the link love. Regards, Kelly Glenn,

Welcome and thanks for your comment!

I’m a big fan of your writing at allbusiness, which you wouldn’t know because the site makes me jump through too many hoops to comment (I’m a hoop-jumper, but c’mon…) and won’t let me subscribe to just *your* blog posts. [big frown] So I check in periodically, and lurk.

Well, now you know. :)

I enjoyed your post-response (especially how far you’re willing to go!), and your um, er, honest answer to how you’re doing on responding to communications. Glad to run into you here at Maximum Customer Experience, and thanks very much for the link love.

Regards,

Kelly

]]> By: Glenn http://maximumcustomerexperience.com/2008/08/23/tip-of-the-week-make-it-easy-for-customers-to-complain/comment-page-1/#comment-2636 Glenn Wed, 27 Aug 2008 16:06:50 +0000 http://maximumcustomerexperience.com/?p=214#comment-2636 Kelly, via this "manual trackback," I answer your questions and attempt to further the discussion here. http://www.allbusiness.com/company-activities-management/operations/11480406-1.html Great blog. I'll be reading.... Regards, Glenn Kelly, via this “manual trackback,” I answer your questions and attempt to further the discussion here.

http://www.allbusiness.com/company-activities-management/operations/11480406-1.html

Great blog. I’ll be reading….

Regards,

Glenn

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