Exercising Judgement to Resolve Customer Service Issues

Not acknowledging the complaint

Not listening thoroughly to the customer

Not understanding the reasons for the complaint

Poor attitude from employees handling the complaint

Lack of communication throughout the complaints process

The process and resolution taking longer than the customer expects

Not explaining the process and the reason for any decisions made

Resolution and/or process inconsistent

Discrimination

Not considering the needs/feelings of the customer

No apology

No gratitude for bringing the issue to the attention of the organisation

Not making any improvements or adjustments

Poor customer service is likely to lead to a lack of trust, satisfaction and loyalty from the customer

Not only is the organisation likely to lose the custom of this particular client, the bad publicity generated by word of mouth may lead to further loss in trade and profits.

Giving “just” (fair) resolutions

Understanding good customer service leads to improved customer loyalty, trust and satisfaction

Understanding solutions generate positive word of mouth publicity and improves the public perception of the organisation

Understanding positive solutions improves custom and sales