The power of good communication is clear in the survey- it can assist in resolving and even preventing complaints, and managing patient expectations. With a huge 82 per cent of the public saying they would be unlikely to complain if their GP communicated openly and with empathy, it feels like something we should all try and embrace.
As Brits we are often so polite that even if we receive shoddy service or experience faulty products, we rarely complain. We smile, thank the person providing us with the terrible meal and go home cross, but simply muttering under our breaths! However it is actually really important to complain so it is time we did more of it...
I've instigated correspondences that went in this vein as often as, well, you, probably. They never go according to plan, do they? This idea that the receiver will read our concerns, humbled under the glow of new understanding, and rush to us with hugs, apologies and wine is ridiculous. And yet we can't help ourselves.
It all started because a table were unhappy with their meal at my friend's restaurant. Instead of attracting the attention of the staff, or even walking the 10ft to the open kitchen, they decided to air their grievances online. Asides from being lazy, this is far more harmful to a small business than you think.
If you're going to use social media for your customer service then it's key to make sure that you've grasped the basic rule which is: respond, respond, respond. If you're used to offering customer or client service that is only available within working hours then social customer service might not work for you.
When it's too hot, we complain, too wet, we complain, too cold, we complain, too windy, we complain. Complain, Complain, Complain... We complain about the weather, life, health, people... We all do it. Complaining comes quite naturally to us, doesn't it? Sometimes we don't even realise we're doing it.
Taking on a solicitor is like seeing Goliath through the eyes of David for many. There has been a tendency in the past to believe that a lack of legal knowledge will render impotent any complaint against a solicitor, but recently released figures suggest that the public's attitude to this difficult area has grown in confidence.
There is about to be a revolution in the customer service industry, but it is creeping up slowly on customers and those who manage the contact centres. Like the frog that can be slowly boiled to death, if those in the customer care industry step back and look at how customers are starting to ask for help they would behave very differently.