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What Do Customers Expect When They Complain?
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Customers expect that their problems will be straightened out, that they will be helped quickly and that they will be compensated for all their grief and inconvenience. Thus, they have great expectations from the service provider once they have voiced their complaints. Above all, customers expect fairness and justice in the handling of their complaints - that is fair treatment.
They expect three types of fairness:
Outcome fairness: The outcome or compensation must match the level of dissatisfaction.
Procedural fairness: The complaint must be handled fairly in terms of procedures, rules and timeliness.
Interaction fairness: The customer expects to be treated politely, with care and honesty.
What can you do to meet these expectations?
How can you ensure fair treatment when a customer complains?
How can you ensure that the customer will be happy with the outcome?