- What is our mind-set about complaints?
- What do we want to accomplish with our service recovery approach?
- What experiences do we want our customers to have when they give us feedback?
- What guidelines should we follow when handling complaints?
- What are our goals and how will we know we are getting close to them?
- What do we currently do well?
- What does our staff think and feel about complaints?
- How robust are our current metrics regarding product or service failures?
- How widely is our complaint data shared internally?
- Have we benchmarked ourselves against our competitors?
- Would it be useful for us to use a robust customer relationship management (CRM) program to track our complaints?
- Do our written responses to complaints reflect our service recovery approach?
- Does our reward system compensate for effective complaint handling?
- Are our return policies, refunds, and guarantees in alignment with our customer philosophy?
- Are our internal policies, procedures, and systems in alignment with our feedback philosophy?
Respond and Recover
- Does our staff respond to complaining customers as if they have been given a gift?
- How empowered is our staff to respond to complaints?
- How do we handle conflicts between our staff and our customers?
- Does everyone, in some way, take responsibility for responding and recovering for our customers?
- How do we apply what we learn from our customers to help improve our quality?
- What is our process enabling staff to learn from each other about effective complaint handling?
- What is our system for sharing information across departments?
- How do we ensure that the topic of "feedback" is on everyone’s agenda?
- How can we use our service recovery approach in our marketing?
Source: Believe It: Complaints Are Gifts by Janelle Barlow, PhD | Graziadio Business Report, Volume 12, Issue 1
Subject: Customer Questions