Businesses ought to allow customer grievances unrestricted

In a small town near Ludwigsburg, a customer in Hemmingen has raised concerns about the window planning of their new building. The living room, it seems, is much darker than expected and agreed upon, leading to a call to the office of their architect.

This situation, while common for service providers such as engineers and craftsmen, presents an opportunity for customer retention. Holger Schindler, the author of the article published by Staatsanzeiger, emphasizes this point. The article, accessible with a subscription, focuses on customer complaint management in Hemmingen.

The first reaction of the surprised employee might have been "That can't be right!", but Schindler advises against such a response. Instead, listening to the customer's concerns is crucial in handling complaints effectively. Markus Junger, a leadership consultant, agrees, recommending not to react impulsively to complaints.

Junger, in his book about handling customer complaints, suggests that a prompt response is essential. For written complaints, a response should ideally be given on the same day. Verbal complaints require an immediate response. Klaus Steinseifer, a master craftsman from Hemmingen, adds that a solution or alternatives should be offered to the customer within a maximum of three working days for written complaints.

Steinseifer also underscores the significance of maintaining a customer, emphasizing that it can take years to build a relationship, while losing one can happen quickly. He believes that excellent handling of a complaint can lead to regular customers.

Customers, according to Schindler, expect their concerns to be taken seriously and want to vent their anger. Avoiding instructive formulations when offering support is key. Instead, offering the customer support and proposing solutions or alternatives can help in resolving the issue effectively.

In conclusion, effective customer complaint management is crucial for customer retention. It not only provides opportunities for customer retention but also reinforces the trust between the service provider and the customer. The article, published by Staatsanzeiger, provides valuable insights into this important aspect of customer service. It can be shared via email, Whatsapp, Facebook, Twitter, Xing, and LinkedIn.