Negative Feedback is Your Opportunity

I recently swapped my long distance calls to another provider.  When asked by the previous provider why I decided to make the move I politely said that I wasn’t happy with the service and that a previous compliant I made with them was ignored. 

She said thanks and ended the call.

I was lost for words as I had thought she would have at least asked me what the problem was.  If they had better processes in place she may have even asked how the situation could be resolved, or if the situation was resolved, would I be prepared to remain a customer? 

I would have been more than willing to discuss the matters and see what their response would have been.  You never know, they may have convinced me to stay with them.

Ensure that your team understands that problems and complaints don't need to be swept under the carpet or hastily avoided.  They're opportunities to build credibility.

© Hamish Chadwick, Image Substation 2009