Inadequate customer care

• How many customers do companies lose each day without knowing it?

• How many company chairmen ever ring their own switchboard?

• How many companies operate individual departments to handle customer complaints?

Too often economies are made by leaving the resolution of complaints to the switchboard.

A recent survey by the Institute of Customer Service shows that complaints provide crucial information feedback to which organisations should relate and respond positively in moving their activities forwards:

"The attitude of individuals and organisations towards complaints seems to be at the heart of the problem - hence the need for training".

"The front line of many organisations faces as many battles internally as hassle from external customers."

"Complaining customers care and invest their time and money in organisations; they want to put things right.  They offer an opportunity to regain trust and loyalty.  This point of contact - and satisfaction with resolution - may be the only differential for many companies in an increasingly competitive market".

MPC can assist by researching customer and in-house staff attitudes and by setting up new and effective customer service operations.

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