• Ivaylo Yorgov

Snippets: Complaint Handling and Service Recovery done right

In a previous post we spoke about the Customer Complaint Iceberg - you will never hear from most of your unhappy customers. The underwater part of the iceberg represents a huge opportunity for all companies. А number of studies show that giving customers a voice makes them less likely to share negative word-of-mouth, and it clearly gives you a chance to remedy their negative experiences.

To learn more about designing excellent complaint handling and service recovery strategies, I highly recommend that you have a look at this book chapter: https://www.researchgate.net/publication/319877561_Winning_in_Service_Markets_Series_Vol_11_Designing_Complaint_Handling_and_Service_Recovery_Strategies

In there, you will find answers to questions like: "Why do customers complain?", "Why do unhappy customers not complain?", "What to do when a customer complains?", and "What are the attributes your customers will evaluate you on during the recovery process?"

I hope this inspires you to explore the topic further. There are a myriad of things we can all do better in this respect, and our customers and companies deserve it.

My best wishes for a great day ahead!