resolve problems quickly and effectively Research in the United States has found that for every three people who hear about a good customer experience, seven people hear about a bad customer experience. Bad news is heard by many more people than good news. For this reason alone, it is important to resolve customer complaints quickly […]

resolve problems quickly and effectively Research in the United States has found that for every three people who hear about a good customer experience, seven people hear about a bad customer experience. Bad news is heard by many more people than good news. For this reason alone, it is important to resolve customer complaints quickly and effectively. The 2016 Australian Consumer Law survey, found that 59% of people surveyed had experienced at least one ‘problem’ within the previous 12 months. While this was down from 74% in the 2011 survey, it is still very high. This suggests an opportunity to reduce such problems, and highlights the need to have effective resolution processes. The industries in which the greatest number of problems had arisen were: Telecommunications – 26% Internet related – 25% Electronics and electrical – 19% Given the findings in research that it costs 6 to 7 times more to…