An eLearning course by Oliver Becker – your tourism consultant

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Learning unit 1

What actually are complaints?

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Brief description:

This learning unit lays the foundation for the topic of “Dealing with complaints”. The definition of what complaints are and, just as importantly, what complaints are not.

Furthermore, the importance of viewing a complaint as free “quality advice” and actually being happy about it is conveyed.

Outline:

In this learning unit you can expect:

  1. The categorization of complaints (definition and gradations)
  2. The path to complaints – why customers complain and why they don’t
  3. Raising awareness of the extent to which a complaint that is not received competently can lead to
  4. The difference between a complaint and a claim
  5. The main cause of complaints

Input scenario:

Of course, you know what complaints are! After all, you’ve already complained when something didn’t suit you. But aren’t there a few differences between complaints or even some cases that aren’t actually complaints at all? And have you ever considered the significance and scope that a single complaint can have for you and, above all, for the company? The starting point for the professional handling of complaints is an understanding of the company’s definition of complaints, whereby the word itself implies “making it difficult”. If you recognize for yourself and act according to the motto that “A complaint is a gift!”, then you are on the right track and can be happy about every single complaint.

Video:

Summary:

What are complaints and what are not complaints? The following categories can be distinguished:

1. the supposed satisfaction: It occurs very frequently and is misinterpreted by many people – out of ignorance or unfortunately sometimes on purpose.

2. the almost factual report: this is a very rare form, which is usually presented by people who come from complaint management and know how easily recipients of the complaint feel personally attacked and react incorrectly.

3, The emotional and loud statement without (!) a personal attack: The decisive factor in this definition is that although there is a loud statement, no person is personally insulted or attacked.

4. hints and tips: these are often given very lovingly and in a very friendly manner. You can easily respond to them and thank them politely.

The following categories do not belong to the complaints and you must react differently accordingly:

1. the personal verbal attack: An insult definitely has nothing to do with a complaint. You should react accordingly. From asking for communication on a different level to ending the conversation, anything is possible on your part.

2. personal physical assault: the conversation must be ended immediately and legal action taken.

3. escalation: has nothing whatsoever to do with complaints and cannot be treated with the means available. This is a matter of life and limb in order to defuse the situation.

4. the “hobby whiner” and the “strategist”: the former is a sick mind that definitely cannot be satisfied by anything or anyone. The “strategist” wants to reduce the price of the service at all costs or achieve more service for the same price. Both “types” should not become your customers in the first place.

The path to a complaint:

A complaint is an expression of dissatisfaction by a customer about a service provided by our company which, from his subjective point of view, does not meet his expectations.

There are many more reasons not to complain. The important thing is that anyone who complains is still a customer – and that’s why a professional response is worthwhile.

What do 100 complaints mean?

The difference between a claim and a complaint is that the former is a legally sound reason for a complaint. The person making the complaint is objectively in the right. In the case of a complaint, it is the subjective sense of justice of the person making the complaint.

The main causes of complaints are disappointed expectations, which are never objective but always subjective. Even if the customer’s expectations were not expressed in advance, the customer always has the right to complain, regardless of whether the reason for the complaint is legitimate or not.

Further links:

Initial scenario:

Once you have become aware of the meaning, you will realize that the term “quality advice” is much better. The consequence of this is that you should try to generate as many complaints as possible in order to recognize the perceived deficiencies from a subjective point of view. Consequently, in the next learning unit you will deal with the field of “stimulating complaints”.