An eLearning course by Oliver Becker – your tourism consultant

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Learning unit 2

The stimulation of complaints

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Brief description:

This learning unit presents ideas on where and how you can encourage complaints in your company. A high number of complaints will help you to improve, so it is important to generate customer feedback at critical points and in certain situations.

Outline:

In this learning unit you can expect:

  1. Why is stimulation elementary for your service quality?
  2. How can you create stimulation points for complaints?
  3. Where should you get feedback in the company?
  4. When should you get feedback from the customer?
  5. Who should stimulate complaints?

Input scenario:

Great, now everyone in the team is already aware that “complaints are a gift” and that you can even really look forward to complaints. But at what points in the company and at what times can you obtain suggestions and feedback from the “quality consultancy”? What is too much of a good thing? And who is the best person to collect it all – questions that will be answered in this chapter.

Video:

Summary:

Why is stimulation elementary for your service quality?

If you only respond reactively to complaints, this is a bad sign of service quality in your company. You should not only deal constructively with any criticism, but also proactively ask for it. Precisely because you know the value of feedback from your customers. Customers will appreciate this.

How do you create points of inspiration for feedback?

Ideally, you and the team should take a quiet walk through the company and try to identify the critical points in the customer contact process where the customer is happy to give feedback voluntarily. Each employee should put themselves in the customer’s shoes and report when and how they would give feedback.

Where should you get feedback in the company?

There will be various opportunities for feedback throughout the customer journey. There should be an opportunity for feedback at each of the individual touch points (customer contact points).

When should you get feedback from the customer?

Of course, you should not exaggerate. A good guideline is to request three types of feedback – at the beginning of the customer process, in the middle and towards the end.

Who should stimulate complaints?

In the best case, every member of the team. The higher the position within the team, the more valuable it is perceived by the customer. Classic hierarchical thinking plays a major role here, rather than the actual competence of the employee.

Further links:

Initial scenario:

Now you know how and where you can have a positive influence on customer feedback at the various customer contact points. The logical next step is, of course, to get the answer to the question of how to receive complaints professionally.