In any case, the solution is clearly not in the zone of responsibility of subordinates. At the company level tirelessly Promote slogan – customer is always right! Stop blocking complaints, and create a normal system of complaints handling and customer complaints. Encourage the collection of information about the consumer. "Mail" – the existence of the company formal approach to the claims and review only official claims directed to a particular channel, that is, a formal "judicial" approach to claims. Imagine that you are the director of the very the ill-fated theater with an evil cloakroom. Would you like to know that because of her longer to come to your visitors? I think the answer is – yes.
Now imagine that to me, offended visitor offer to come tomorrow, from 08:30 to 11:30, in my working hours when running Administrator, to get her complaint form for the prescribed form and complain. Will I have to complain about – probably not. And you, my dear director, and will remain in the dark as to why visitors become smaller. Treatment: So keep it simple, take the information in any form, making it easier to transfer than simply a consumer point out to you that you are not in order, the better. I draw your attention that the simplified method information about problems does not cancel a serious analysis and assessment of the problems (there will always be willing to use our kindness for their own purposes). So – any message about the problem of a consumer must understand the established standard procedure – encourage consumers to inform you about the problems – to facilitate the consumer to send the message (on a direct telephone and fax, internet-site and e-mail) – do not leave any of claim or complaint without an answer, a quick solution to the problem can not only solve the problem but also to show the consumer that you cherish them, and thus bind it to you in the future.