Premium Essay

Customer Complain

In: Business and Management

Submitted By stephaniexo
Words 2117
Pages 9
MIDTERM PROJECT IN
ORGANIZATIONAL COMMUNICATION
ANALYSIS ON CUSTOMER COMPLAINS

Submitted to:
Sir Johnny Perlas

By:
Stephanie Luber
Christina Leong

January 19, 2012 There isn’t a fast food restaurant or retail store that hasn’t come across an angry customer. It can become very stressful working with an unhappy customer. The resentment of the customer prevents us from resolving the initial problem. This is a serious issue for businesses that want healthy relationships with their customers. Although you may resent it, customer complaints are healthy for the growth and survival of the business and it's possible to handle them in a productive way.
Handling complaints is never an easy or enjoyable challenge. That said, if management can promote a pro-active approach to dealing with dissatisfied customers then there is every chance such negative situations can be turned into satisfying and memorable encounters for the customer. That’s the same customer that will tell all of their friends about you if you don’t handle their complaint appropriately. A complaining customer is your most important customer, they may be complaining because service levels are deteriorating, because the product no longer performs to their expectations, or even because they have heard that one of your competitors are doing things better than you. So, what happens when a complaint is not handled well, or even worse, the customer doesn’t even bother complaining in the first place? Customers go elsewhere: Even the best performing Fastfood or companies lose between 10 and 30% of their customer base each year; imagine what that figure could be if a complaining customer is simply passed between departments? They talk to others about you: On average, a dissatisfied customer tells 10-15 people of their negative experience, each of whom who then tells their friends, and so on....

Similar Documents

Premium Essay

Report Writing

...hotel manager. 6. 20 pages for the report. Crystal clear. Assignment 2: Kings Hotel cannot compete with their modernized competition because of their old-fashioned services and interior. Customers complain because they can’t have breakfast in their hotel. The hotel suffers from lack of promotion and extra facilities. Assignment 3: How can Kings Hotel survive the tyranny of their modernized competitors and compete with their rivals while increasing profit again? Assignment 4: 1. Introduction 1 2. Current situation at Kings Hotel 2 2.1 Interior 2 2.2 Services 2 3. Problems occurring at Kings Hotel 3 3.1 Obstacles 3 3.2 Competitors 3 4. Plan of approach 4 4.1 Actions 4 4.2 Solutions 4 5. Financial resources 5 5.1 Budget Kings Hotel 5 5.2 Financial plan 5 6. Future insight 6 6.1 Interior 6 6.2 Services 6 7. Conclusion and recommendations 7 7.1 Conclusions 8 7.2 Recommendations 8 8. Reference list 9 9. Appendices 9 Assignment 5: Kings Hotel cannot compete with their modernized competition because of their old-fashioned services and interior. Customers complain because they can’t have breakfast in their hotel. The hotel suffers from lack of promotion and extra facilities. They could innovate to keep up with their previous profits. How can......

Words: 908 - Pages: 4

Premium Essay

Report Writing

...hotel manager. 6. 20 pages for the report. Crystal clear. Assignment 2: Kings Hotel cannot compete with their modernized competition because of their old-fashioned services and interior. Customers complain because they can’t have breakfast in their hotel. The hotel suffers from lack of promotion and extra facilities. Assignment 3: How can Kings Hotel survive the tyranny of their modernized competitors and compete with their rivals while increasing profit again? Assignment 4: 1. Introduction 1 2. Current situation at Kings Hotel 2 2.1 Interior 2 2.2 Services 2 3. Problems occurring at Kings Hotel 3 3.1 Obstacles 3 3.2 Competitors 3 4. Plan of approach 4 4.1 Actions 4 4.2 Solutions 4 5. Financial resources 5 5.1 Budget Kings Hotel 5 5.2 Financial plan 5 6. Future insight 6 6.1 Interior 6 6.2 Services 6 7. Conclusion and recommendations 7 7.1 Conclusions 8 7.2 Recommendations 8 8. Reference list 9 9. Appendices 9 Assignment 5: Kings Hotel cannot compete with their modernized competition because of their old-fashioned services and interior. Customers complain because they can’t have breakfast in their hotel. The hotel suffers from lack of promotion and extra facilities. They could innovate to keep up with their previous profits. How can......

Words: 908 - Pages: 4

Premium Essay

Tesco Marketing Case Study

...Intensive market research would need to be performed by analysing customer needs, establishing channel objectives and identifying and evaluating the major alternatives to be able to decide which type of channel is suitable. Tesco uses their Club Card to retrieve customer buying habits to tailor their marketing channels more effectively. For example to get customers into the store, Tesco gives out vouchers to targeted individuals and their product interests. Three of the most important trends are the growth of vertical marketing systems, horizontal marketing systems and multichannel marketing systems. All marketing channels have the potential for conflict and competition resulting from such sources as goal incompatibility, poorly defined roles and rights, perceptual differences and interdependent relationships. Horizontal Conflict: Occurs among firms at the same level of the channel. For instance, some Toyota dealers might complain the other dealers in the same city steal sales from them by pricing too low or by selling outside their assigned territories. Or one hotel franchise might complain about other operators overcharging guests or giving poor service, hurting the overall franchise image. Vertical Conflict: Conflicts between different levels of the same channel, is even more common. For example, H&R Block franchisees complained when the parent company began using the Internet to deal directly with customers. Similarly, McDonald's created conflict with......

Words: 267 - Pages: 2

Premium Essay

Pom Class

...in the way it is able to satisfy the expressed and the implicit need of the process. There are many ways that the hotel can use to measure quality aspects of its operations. One of such way would be through the assessment of the external quality which in this case refers to customer satisfaction. Customer satisfaction can be assessed through various means using the financial and non-financial attributes. The overall satisfaction of the consumer is expressed in their reaction towards the product or services offered. A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customer served can also be sued to assess the satisfaction of customer and therefore the improvement in quality (Drucker, 2004). The other way can be through the assessment of the internal quality marked by the efficiency of the internal operation of the hotel. This can be assessed by the way in which hotel function in scheduling of jobs, reduction in internal conflicts, reduced complains from the customers. These are some of the way that can be used to assess internal quality improvement. But the generally the delivery of services to customers will be the best way that will be used to assess improvement in quality of goods and...

Words: 254 - Pages: 2

Premium Essay

How to Handle a Difficult Client

... Introduction Difficult customers come in a wide variety. There are those whose personality rubs you the wrong way. They may not be difficult for others, but they are for you. And then there are those who are difficult for everyone: picky people, know-it-alls, egocentrics, fault-finders, constant complainers, etc. Difficult customers deserve to be respected; however, they too must provide respect in return to the companies and /or individuals they are working with. Behavior of difficult customers can have a negative effect on a business. Their behavior can be the reason why customers stop patronizing a business. In this paper you will read how difficult people can be and how to handle difficult customers, without shouting or even getting upset. There are four steps that will be discussed on how to handle difficult customers in public places. The four steps are listening, identifying the problem, avoiding blame, and resolving the problem (Kahle 2002). Overview of the Organization and Case Study The organization that will be examined for this case study is Angels of Beauty Hair Salon. The mission of Angels of Beauty Hair Salon is to enhance a person’s beauty, both physically and spiritually to ensure he or she is confident and has beautiful, healthy hair. The owner of Angels of Beauty has been a hair stylist for over 15 years and has always done her best to be on time with her customers. She has posted in her salon signs notifying customers of the rules of the salon....

Words: 1610 - Pages: 7

Premium Essay

Learning Outcome from Padini

...this 2 month ,I gain many experience,lessons,knowledge,skills,and have a good impact on my mind ,attitudes and behavior. Through this program, I learnt how to be brave and confident to talk to someone.I was demanded by the Person in Charge to introduce our clothing lines and promotions available to every customer.You just can't be shy and gotta be brave to open you mouth to talk to the customers.Confidence is essential,especially when you are facing with the Singaporean customers.They are really demanding and aren't afraid to complain whenever they find something unsatisfactory about the shop.It's not easy to satisfy these customers, but the hard work really pay off when the customers smile back and say thank you to you. I found that my self-confidence is getting growing up after I work as a sales assistant. I am the entrepreneurship and business student, self-confidence is very important to me for presentation, promote the product to my customers, communicate with my partner or group members and take business opportunity at the future. I become very discipline. In my first working day, supervisor told me the company and work rules to me.She also mentioned that any violation of the rules is not allowed and will be punished.One of the rule is must be come to workplace with punctual.With the system of punch card, I will keep myself to become a particularly punctual person....

Words: 1110 - Pages: 5

Free Essay

Inter Analysis

...Executive summary Table of contents Introduction 1. Strategic analysis 2.1 internal analysis 2.1.1 existing mission, objective Jamie’s Italian was founded in oxford in 2008. Since then it has grown to more than 40 restaurants worldwide, and there are already plans for even more in towns, counties and countries around the word. Their menu and concept are constantly evolving with creativity, simplicity, great quality and genuine passion at the heart of everything. They work hard to find the very best ingredients, which are meticulously sourced from producers, both in Italy and around the UK. And the staff of the restaurant have thorough knowledge of all the dishes that they serve including the personalities and the stories. Jamie’s Italian is designed to be accessible and affordable, a neighborhood restaurant where everyone is welcome and feels comfortable. And the target of the restaurant is family style, good for business meetings, child-friendly and special occasion dining. Their productions collect with international inspirations including the cuisines of Spain, Italy, Sweden, Morocco, Greece and France (Harriet 2005). In addition, they also have online shopping contains deli, gifts, tableware, ovenware and planks. And the price of restaurant is 20-30 pounds each. The decorative style of the restaurant is “industry feel”, which is design with recycle material by Blacksheep company. According to the statement of senior designer Jordan (2011), the main concept of......

Words: 6314 - Pages: 26

Premium Essay

Doc, Docx, Pdf,

...employees is looked at very seriously. We set this expectation before the employees sign their name on the dotted line. Our retention ratio due to attendance issues is about 75%. These new employees study the handbook with diligence and find every possible loophole to their benefit. The mindset is not to work as hard as they can and do a good job, it is to do the least they can to get by. Instead of being grateful for the great benefits the company offers, they complain about having to be called in when necessary. There is no more the thought that they will make a career with a great company, but it is just used as a method to pay the bills and if this doesn’t work out, they will go somewhere else. We are in the customer service environment and the philosophy, “The customer is always right” is very difficult to get the new hires to embrace. They feel if the customer is rude to them or if the customer continues to ask them the same question over and over again, they have the right to get an attitude with the customer. I believe though that part of this is the home training that some of these employees come to the work place with. I have two teenage daughters and they are employed....

Words: 1632 - Pages: 7

Premium Essay

Customer Complaints

...Customer Complaints At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand. When it comes down to it, many customers don't even bother to complain. They simply leave and buy from your competitors. Research suggests that up to 80 percent of customers who leave were, in fact, "satisfied" with the original company. Obviously, customer satisfaction is not enough. Businesses nowadays need to positively delight customers if they want to earn their loyalty. It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business. Here are some customer-oriented tips I’ve learned while working in the business coaching business: 1. Listen carefully to what the customer has to say, and let them finish. Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened. 2. Ask questions in a caring and concerned manner.  The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. 3. Put yourself......

Words: 446 - Pages: 2

Premium Essay

Development of Bars

...reminder | | |Cooperates willingly with supervisor | | |Follows specific instructions | |Exceeds Expectation |Demonstrates exceptional ability to independently complete assigned responsibilities | | |Never complains about assigned tasks | | |Improves performance following constructive criticism | | |Knows and follows all policies set by supervisor | |Does Not Meet Expectation |Complains about assigned tasks; often questions supervisory requests | | |Fails to consistently follow...

Words: 3700 - Pages: 15

Free Essay

Golden Screen Cinemas

...time at cinema. Research has shown that for a high percentage of people the decision to go to the cinema is made almost spontaneously. As in Malaysia, almost 60% of the people would like to spend their free time at cinema. GSC (Golden Screen Cinema), being the largest cinema in the Malaysia, facing a lot of problem in managing cinema due to the increase of customer services. As observed, people like to hang out for movie in weekends, school holiday and public holiday. For one particular movie, half of the cinema seat is reserved for the online or tele-booking ticket. Another half of the seat is open for sales at the ticket counter in cinema. As demand of people to watch the particular movie is more than the seat in cinema hall, many customers will have to wait a long queue before getting their movie ticket. Sometimes, customers will not get his movie ticket after a long queue because of the limited seat. As a result, people get frustrate of the services and complains make the cinema reputation goes down. On the other hand, it would be a hard time for cinema to satisfy customer needs due to the limited seat. Lose of customer means lose of profit. With their current system that only provides simply movie management, there will be a lot of trouble for the cinema management officers to handle the situation above. Without supportive and accurately of information, it take a lots of times to find a solution. The best decision cannot be taken due to lack of information. Therefore,......

Words: 512 - Pages: 3

Free Essay

Business

...before you sign the papers. Un-liquidate damage is that they didn’t make how is going to pay the damages if an accident happens, they deal with the damage after something happened, this might take them to court because one of the party might don’t agree to pay the damages. Lien Lien is when you own a product and you have sent it away to fix it or for a upgrade, but when it fixed or upgraded you don’t have enough money to pay the fee, the contractor will have the right to keep the product until you have pay the full amount of the payment. Resale Resale can be a ready that occurs when a seller has goods that remain unpaid. For example if one of the customer ordered one of the product deliver to the shop, but he didn’t come to pay for it in time or didn’t inform the shop. The shop could sell it but the customer can’t complain about if the product is perishable. Reservation of title Reservation of title is when you buy something of company or someone, that you don’t have enough money to pay it off at once. You pay them month by month, you won’t be the actual owner of the goods you brought until you pay all amount of money. If you don’t pay it all the company could still take the goods away from...

Words: 480 - Pages: 2

Premium Essay

Hi Qualily Management

...------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Prepared by: ------------------------------------------------- Nguyễn Thùy Trúc – Rose – F06A ------------------------------------------------- Registration No: ITP S07 - 015 Contents Summary 3 Introduction 4 Main Body 5 1. Identify IOS9000, Six Sigma, Lean 7 2. Compared and contrast. 8 3. What is customer satisfaction and how can measured? 12 4. Explain continuous improvement and what it would look like in the ITP and explain what value the ITP adds. 13 5. Describe the types of information the ITP should give to customers (students and parents) and how that impacts marketing efforts. 14 6. Evaluate the benefits from doing surveys of users and non-users if the ITP wants to determine customer needs. 14 7. Explain how the ITP can get...

Words: 4655 - Pages: 19

Free Essay

Mis Ups Tutorial

... Q1: What are the inputs, processing and outputs of UPS’s package tracking system? Answer: Inputs: The inputs include package information, customer signature, pickup, delivery, time-card data, current location (while en route), and billing and customer clearance documentation. Processing: The data are transmitted to a central computer and stored for retrieval. Data are also reorganized so that they can be tracked by customer account, date, driver, and other criteria such as the consolidation of orders for efficient final delivery of packages. Output: The output includes pickup and delivery times, location while en route, and package recipient. They also include various reports such as all packages for specific account or a specific driver or route, as well as summary reports for management. Q2: What technologies are used by UPS? How are these technologies related to UPS’s business strategy? Answer: Technologies used by UPS are in many different form which includes Delivery Information Acquisition Device (DIADs), bar-code scanners, wired and wireless communication networks, UPS’s central computer, storage technology for the package delivery data, UPS in-house package tracking software and many different pieces of software to access the Internet, for tracking packages calculating fees, maintaining customer accounts and managing...

Words: 520 - Pages: 3

Free Essay

Analysis

...their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers. Customer satisfaction and loyalty is the key to a successful business. Those businesses who “walk the walk” when it comes to delivering the kind of service are those who win the customer over for life and who will recommend others due to satisfaction. Human resources managers plan, direct, and coordinate the administrative functions of an organization. They oversee the recruiting, interviewing, and hiring of new staff; consult with top executives on strategic planning; and serve as a link between an organization's management and its employees. The merging of two companies is never easy especially for those employees who are coming from the company that was bought out. As an HR Manager, my duty is to acknowledge that we as a company have to protect both our customers and employees from abusive employees and their inappropriate actions. It is never easy to discipline employees but there are several ways to going about this particular situation which would be the contingency approach as an initiation. Employees may lose their cool from time to time due to having a bad day or whatever the circumstance may be but it is not an excuse to treat the customer poorly. Employees coming from a different organization might have operated differently and are in the comfort zone in which how they deal with customers. The......

Words: 699 - Pages: 3