Feedback is GOLD

" Complaint" or " negative feedback" seem to be terrible words in the context of service. But a company that embraces complaints in a position light will begin to appreciate them for what they truly are - a pot of GOLD!

Taken negatively, complaints are simply expressions of dissatisfaction. Seen positively, complaints can be feedback that are as scarce as gold, voices coming from genuine customers who care for the improvement of a service provider.

Feedback constitutes identification of the service gaps that customers hope to see fixed. Feedback can also include affirmation for organisations that have done well. Be it positive or negative feedback, organisations that pursue real service see feedback as gold, and hence treasure it. Those that do not receive feedback miss out on great opportunities for free lessons from customers, and they ultimately lose out on improvement opportunities. The benefits of feedback include being a low-cost source of customers' information, being an avenue to meet customer needs in areas in which a service provider initially falls short, and putting the service provider in a position to service recover in the venet of a breakdown.

A good feedback management system welcomes both positive and negative feedback and keeps records and tracks trends while providing learning for staff in the areas where service can be improved.

Real service providers embrace customer feedback that is as scarce as GOLD.