Articles filed underComplaint handling
How to handle a complaint perfectly
By Pierre-Nicolas Schwab •
A colleague recently sent me an answer to a complaint he had sent to Delamaison.fr, an online shop specializing in furniture. As we recently discussed on this blog, most firms do everything wrong when it comes to handling complaints. But…
RAGE 2015 study : customers more dissatisfied than ever with complaint handling
The 2015 edition of the RAGE study is out … and guess what ? Post-complaint satisfaction has never been so low and firms seem to keep doing the wrong things about complaint handling. Complaint handling practices are obviously wrong in…
Ryanair: the best complaint letter ever sent + tips to get compensated
Complaints are important for companies aiming at improving customer satisfaction and loyalty. Yet, most companies don’t answer complaints (50-60% according to the interview of Prof. Davidow you can listen below), which is a very frustrating experience for complainants. This is…
50% of companies do not apologise when they respond to a complaint
By Pierre-Nicolas Schwab •
Research conducted on 226 companies showed that 50% did not apologize when dealing with a customer complaint. This is the opposite of good customer satisfaction practice.
Paul bakeries: when service and brand image do not match
By Pierre-Nicolas Schwab •
Paul … an oasis of gastronomy in a culinary desert. Everything is made to remind you the long forgone past of tasteful products: sales point are covered with oak-like veneer, decorated with pieces of furniture that could fit in your…
