[Complaint Case Sharing]How do We Treat Complaint Correctly

Complaint means trouble?
Complaint mean KPI?
Complaint is just making trouble out of nothing?
……..
 
As front-line staff, we are receiving complaints every day, how do we treat complaints correctly? Let's look at the following case.
 
My family loves to enjoy ice cream after dinner every night, and I am the one driving car to get them. When I grab vanilla ice cream, my car won’t start. But it’s all fine if I take other flavors. Your car is allergic to vanilla! Look forward to your reply.
Support Team ignored this seemingly absurd email. A few days later, the customer mailed in again for the same problem. Eventually, the engineer visited the store and found that what the customer said is true after days of investigation! They finally found that what the customer said is true.
Reason is: The vanilla ice-cream is put in a prominent position for promotion. It takes less than 2 minutes to buy it; but for other flavors, it takes 5-10 minutes. The 2-min time is too short for the automobile radiator to dissipate heat completely and it leads to the engine fail to start.
 
The engineer then report the issue to company and they improved the automobile radiator and won a lot of customers.
 
Hence one can see that complaint is a good thing for company. Complaint means customer is pointing out the shortage of product or service and urge improvement; When the complaint is handled properly, company can win the trust of customers so as to obtain loyal customers, form word of mouth and help brand.
 
The important things are deserved to be repeated multiple times.
Complaint is not trouble, not KPI nor making trouble out of nothing. Complaint means that customer is giving suggestion, and these suggestions may play a vital role in brand promotion. Therefore, in our daily work, we need to maintain a high sense of sensitivity and pay attention to every customer's complaint as well as welcome customer to complain.