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Complaints Matter! How to get your
customers to complain more (to you!)
Anne P. Crick, PhD
Mona School of Business & Management
UWI, Mona
Do Angry Customers make
you want to tune out?
HIDE?
• You’re not alone. Most people
(and most companies) hate
those 3 words:
“I HAVE A COMPLAINT”
PARADIGM SHIFT
• Customers have a right to complain….Part of
the buying agreement customers make is
that if they do not like what they purchased,
if it does not meet their needs, if it is
substandard, or if they have changed their
mind, they are buying the right to do
something about this
Barlow & Moller, 1996
Overview
• Why customers’ don’t complain
• What you’re missing when they don’t
complain
• Everyone is a complaint manager
• Stimulating complaints
• Managing complaints
• .
Walking up to the Knutsford Express counter at
7:25, I told the agent that I had a ticket for the 7:30
bus to Falmouth.
“There isn’t a 7:30 bus to Falmouth,” she said. “The
bus left at 7:00 a.m. and there isn’t another one till
9.”
“But I have a ticket,” I protested.
She peered at her computer screen and said to no
one in particular, “The computer messed up,”
picked up a phone and walked away from the
counter.
By the time I put my phone back in
my bag, the agent returned.
“The Negril driver will take you to
Falmouth,” she said.
I was stunned. The least I expected
was that they’d give me a
complimentary ticket but to take
me to Falmouth? Wow, that was
going above and beyond.
Before I could cancel my taxi, a tall young man with an engaging
smile approached.
“Are you the person going to Falmouth?”
He led the way to his bus, a regular 40- or 50-seater. I couldn’t
believe my luck. Actually, this was more than luck. This was a gift
straight from the gods. How else to explain a bus that materialized
right when I needed it?
I took one of the seats directly behind the driver’s and we pulled out
of the station.
I’ve been taking Knutsford Express
to Kingston for at least five years
and have always been impressed
by their reliable and on-time
service, friendly and efficient staff,
comfortable and clean buses, even
the chilled complimentary bottle of
water they provide each passenger.
Now, thanks to Andre and Keisha,
Knutsford’s stock has increased
several fold in my book.
I was smiling all day as I told
almost everyone I met
about my experience.
Everyone was surprised at
my good luck.
The next day, as I waited for
my return trip to MoBay, I
shared my story with
Alexia, the Knutsford
Express agent in Falmouth.
She didn’t seem surprised
by how Keisha had handled
the situation, adding, “the
error was ours.”
• Most customers do not complain because
they want a freebie or handout
Why Do Most Customers Complain?
• The following is a typical
response:
– I wanted an error corrected. An
apology would have been nice too.
• The Complaining
customer is not the
problem – We are
the problem in the
way that we respond
to the complaint
No News is Not always Good News
Most customers Do not Complain
• It varies from industry to industry but
anywhere from 50 to 80% of customers do not
complain
• Some data suggests that only 10% of
dissatisfied customers complain
The Sample
• 5 point scale ranging from “Not at All Likely”
(1) to “Very Likely” (5)
– Students were unlikely to forget about the
incident and do nothing (2.2)
– Were somewhat neutral on whether they would
complain to the manager when they had a chance
(3.31) BUT
– Were very likely to tell friends or relatives about
the bad experience (4.71).
Student Data Contd.
• They were unlikely to tell a consumer agency
(2.47) and even more unlikely to write a letter
to the newspaper (1.71) but they were more
likely to use social media (2.98)
Customer Complaint Actions Following
Service Failure
Why Customers Don’t Complain
• Don’t believe that a solution will be found
• Too much hassle
• Don’t want employee to lose the job
• Have not received any satisfactory response to previous complaints
• Fear of retribution
• Don’t know who to complain to/how to complain
• Didn’t get around to it
• They don’t like complaining
Data from UWI Students
• Students said that they were likely to complain if:
– The organization had clear procedures for complaining (3.67)
– The organization provided a speedy response (3.42)
– They believed that the organization would respond (3.60)
– There was a single point of contact atwhich to complain (3.40)
– Easy to access the complaints process (3.66)
– Easy to use the complaints process (3.69)
• Complaints were about failures of products
and services and in particular about the
response of service providers
Product/Service Failure
• Electricity was disconnected erroneously
• I applied for internet service and was told that
I had to wait until someone gave up their
modem. About 2 months later I received a
bill for a new modem which I did not receive
• I called someone to fix my computer. After a
few days it stopped working again.
Attitude of Staff
• Wanted to change food order – attendant raised her voice and rolled her eyes. Was clearly irritated.
• I called an office to query something. The phone rang for about 5 minutes and when someone finally decided to answer, they said “Hello”, asked me to hold and then had a conversation with another individual about something irrelevant to their job
INDIFFERENCE
• A visit to a doctor’s office resulted in a long
wait and there were only two persons ahead
of me. After hours of not being attended to, I
asked where I was in the queue only to be told
that there were emergencies being taken
before me. The receptionist continued to
speak around me – “She nuh see it fi harself?”
No Response to Service Failure
• After activating data service, could not access
the internet even after making several
complaints to technicians
• I went to the company to report internet
issues and they claimed they had fixed it, but
they really had not and they wanted me to
travel to the head office to fix it again
Poor Response to Service Failure
• Company took $100 credit off of my phone wrongfully. When I called customer care requesting a refund they refused to. Instead they asked foolish questions that had nothing to do with the missing credit. In all of this they never admitted that the credit was indeed missing
• I called the company to rectify a problem with my credit balance and the customer service representative told me that it was an error and the problem would be addressed in the next 24 hours. It’s been 2 years and the problem remains.
• Went for lunch. Order placed. Server repeated. We agreed. Received incorrect order – twice.
SERVQUAL
• A large body of research tells us that
customers assess us on 5 aspects of service:
– Reliability
– Assurance
– Tangibles
– Empathy
– Responsiveness
4 TYPES OF CUSTOMERS
• a) Passive
• b) Voicers
• c) Irates
• d)Activists
PASSIVES
• Dissatisfied but don’t tell the
organization either because it
is not in their personality to
complain or because they
believe that complaining will
not have any desired results.
IRATES
• Frustrated customers who engage in negative
word of mouth within close groups
• They are not staunch loyalists and prefer
shifting to other options
Activists
• Spread negative word of mouth and may even
be regarded as terrorists
Voicers
• Loyal customers who do not share their
concerns outside of the organization but who
have no hesitation in voicing their concerns to
you
• Voicers may be the
lifeline of your business
but are you listening?
Everyone is a Complaint Manager
• Customers complain in different
ways and using different
processes.
• This is not the job for someone
called a ‘Customer service’ or
‘Complaint’ Manager
• Anyone who is associated with
the organization is a complaint
manager
Steps in Complaint Management
• Capturing Complaints is more than a
complaint/suggestion box!
• Organizations that are totally
customer-focused do not just
respond effectively to customer
complaints, they actively seek
them out
• Companies that are serious about
complaints do not set targets of
lowering complaints
• Companies that are serious about
complaints don’t punish without
understanding
• Companies that are serious about complaints:
– Put customer friendly employees on the frontline
– Train them in how to receive complaints graciously
and without defensiveness
– Empower employees to respond quickly and
effectively
– Review complaints and complaint handling
regularly and fix what is broken
The Do Not Walk Past Attitude
Reactive
• Body Language
• Verbal Complaints
Proactive
• Long lines, waits, delays
Social Media
• Do you tweet?
• Your customers do!
• A US study found that nearly half of
respondents expected the company to read
their Tweet
Responding to Tweets
• Of those who received a response from
companies:
– 83% said they liked or loved hearing from the
company
– Only 4% didn’t like or hated hearing from the
company
– Nearly 3 in 4 were very or somewhat satisfied with
the company’s response
No Response to Tweets
• Of those who did not receive follow up:
– 86% would have liked or loved hearing form the
company regarding their complaint tweet
– Only 1% would have NOT liked it or hated it if they
were contacted by the company regarding their
complaint tweet
– 63% would not like it or hat it if the company
contacted them about something other than their
complaint tweet
The Web
• The web is one giant listening platform…
more valuable to companies than a hundred
focus groups, the raw, unsolicited
conversations on the web not only reflect
what consumers really think but also provide
companies the opportunity to participate in
the dialogue.” (Blackshaw, 2008)
• Google yourself! What are they saying about
you?
• Use Google Alerts
• Monitor your Facebook page
• Read reviews on relevant sites eg. Trip Advisor
• Respond!
• Respond Quickly
• Respond with minimum excuses and
maximum apologies
• Offer to make it right (from the customer’s
eyes!)
The Southwest Apology Letter
Dear JetBlue Customers,
We are sorry and embarrassed. But most of all,
we are deeply sorry.
Last week was the worst operational week in
JetBlue’s seven year history. Following the
severe winter ice storm in the Northeast, we
subjected our customers to unacceptable
delays, flight cancellations, lost baggage, and
other major inconveniences.
Words cannot express how truly sorry we are
for the anxiety, frustration and inconvenience
that we caused. This is especially saddening
because JetBlue was founded on the promise
of bringing humanity back to air travel and
making the experience of flying happier and
easier for everyone who chooses to fly with us.
We know we failed to deliver on this promise
last week.Most importantly, we have published the
JetBlue Airways Customer Bill of Rights — our
official commitment to you of how we will
handle operational interruptions going forward
— including details of compensation. I have a
video message to share with you about this
industry leading action.
You deserved better — a lot better — from us last week. Nothing is
more important than regaining your trust and all of us here hope you
will give us the opportunity to welcome you onboard again soon and
provide you the positive JetBlue Experience you have come to expect
from us.
The Guarantee
• One of the best ways to stimulate complaints
is through the guarantee. A guarantee
– Tells the world that you stand behind your brand
– Convinces ‘on the fence’ customers to give you a
try
– Forces you and your staff to lift your game
– May be a source of competitive advantage in a
crowded marketplace
Types of Guarantees
• Total vs. Specific
– Test yourself – are you ready?
– Prepare your organization and your employees
(invoking the guarantee should be welcomed!)
– Pilot test
– Fix the glitches and try again and again until you’re
ready to roll it out
Beyond Complaints
• What can we do better?
– Ask your customers what was
beneficial and
– What can be improved
In Summary
• Complaints can be your best friend so
– Encourage them
– Train your staff to receive them and respond to
them
– Understand the source and manage them
•Questions?