The Customer is always...

August 27, 2017

I have the very #English trait of not liking to complain, not moan or make a #fuss about anything. It usually has to be something very #harrowing to make me complain, even then usually quite politely. I don't even like the word 'complain' itself; think about it, it makes the person feel like a whiner.

 

Saying "Hey this is wrong" or any such decisive or direct wording, can sound #vague and could immediately put the respondent on the defensive foot, which isn't good as far as effective #communication goes.  A 'complaint' is something #abstract that is dealt with, talked down, maneuvered out of or resolved, but does a complaint actually lead to policy changes?

 

I bought an item from a well-known retailer and when I got home two minor parts were missing, so trivial they could be bought in any hardware store in fact. I called the missing parts hotline (just out of principal), but the parts couldn't be posted to me. The call agent said it was wrong but there was nothing he could do about it, apart from recommend I return it to the store; a very lengthy process. Alternatively I could buy my own parts. The climate of 'complaining' and 'all calls are recorded' meant that the agent was more focused on reading out what 'customer actions' he had taken to help me as he typed loudly into his log to 'resolve the customer complaint'.’

 

I think when you're 'complaining' about something, you're not necessarily complaining, you're just letting someone know you want to be listened to.

 

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