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- Title
An approach to lead handling complaints effectively.
- Authors
SHIBATA, Sumio
- Abstract
Complaints are regarded as customers' self-assertion containing emotional factors as a means of expressing their dissatisfaction. In addition, complaints shall not be addressed extemporaneously; rather, handling process of such complaints must be pointed to the achievement of customer satisfaction (CS). That is the reason why complaints-handling needs psychological approach considering customers' emotion. This paper discusses effective complaints-handling approaches developed from practical experiences. In order to carry on effective complaints-handling process aimed at the solution, the following five approach methods using psychology and counseling methods are necessary: 1. To listen carefully to what customers have to say; that is, to hear and find out what kind of situation they are facing, their emotion toward such situation, and what they are expecting, etc. 2. To focus on customers' emotion behind their complaints; in other words, to respond to the significance of complaints for the customers and their emotion instead of focusing only on the underlying facts. 3. To firstly accept customers' views or assumptions without rejection, at the same time leading them to reframe their views. 4. To focus on the "vision of solution" rather than the "cause" of complaints; that is, to flesh out the problems and what complainants are trying to solve. 5. To "visit" instead of just "waiting"; in other words, to visit complainants on another occasion and build face-to-face communication with them. By using these methods depending on the situation, the quality of complaints-handling process may be improved.
- Subjects
JAPAN; CONSUMER complaints; CUSTOMER satisfaction research; EMOTIONS; PSYCHOLOGICAL research
- Publication
Japanese Journal of Persuasion & Negotiation, 2012, Vol 4, p25
- ISSN
1883-4310
- Publication type
Article