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How to Respond When Your Complaint is Addressed

How to Respond When Your Complaint is Addressed

A few weeks ago, I shared with you a story about an awful customer service issue and an awful customer experience I had. I shared this experience with our readers and tagged in the two companies that the experience was with: TMobile and Samsung. You can find those articles here and here. Being a part of a business that talks about customer experience, technology, and everything in between –I figured this was a great example of an article that would be beneficial to our readers. Did I have an end game? No, not really at all. However, people take to social media and the internet in general every day to make a complaint about a business or product. So what happens, as was the case with Samsung, when one of those companies actually reaches out and addresses your complaint? How should you respond when your complaint is addressed?

Samsung was attentive enough to respond to my complaint and to offer assistance for the issues that I was having with my phone. At the time, I honestly didn’t care to spend any more time on the issue and had found myself a hack to make due. But it got me thinking, what about other people whose complaints are addressed?

I think people fall into two categories, either those who are complaining to complain (me) and those who are complaining to find a resolution.

I was complaining just to complain. So, when I received a helpful response, I chose to tell the company, “thanks, but no thanks.” And wrote them a little blurb about how I appreciate them reaching out. You can read that here. Honestly, I was a little shocked to receive a response (which says something about the kind of customer experience that I’m accustomed too). I thought the complaints would fall on deaf ears and I’d be left yelling into the wind. I did receive (more than one) offer to help though and that was great. TMobile ignored my post and that is more along the lines of what I was expecting. That was my result.

What about those looking for feedback?

Well, first I think you need to establish what you want to get out of the interaction. Assistance getting your phone to work? A free airline ticket after an awful ride? A refund you’ve been waiting for for 3 months? Or maybe, crazy thought, a simple apology for a huge inconvenience or poor service.

To complete that thought: What won’t be enough for you? A 10% off coupon for a lost order of $300? Go from there.

If a company reaches out to you following your complaint, don’t be so shocked that you miss your main purpose. Remember what the goal of the complaint was and communicate this clearly. You can’t get help if you don’t ask for it and also if you don’t take it when it’s given.

If you work to resolve the problem, and end up having a great experience, take that to social media or your blog as well. A positive review and feedback is just as important as a negative one.

We’ve all had bad experiences and have taken a moment or two to complain. Have you ever been pleasantly surprised after having your complaint addressed? On the flip side of the coin, have you ever been negatively addressed for your complaint? What was your reaction? Comment below.

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  • 29 October 2014
  • Author: James Nagy
  • Number of views: 2128
James Nagy

James NagyJames Nagy

Need a consultant today? How can I help? As Co-Founder and Managing Partner of J&S Tech Designs I have nearly three decades of experience and expertise to share with you to help your business, product, or idea thrive. If you like this article, please sign up in the “stay informed” section!

Other posts by James Nagy

Full biography

Full biography

James Nagy is managing partner and co-founder of J&S Tech Designs - a business consulting organization that specializes in providing software and website design, development, and management expertise to organizations. He is also Managing Director and one of four co-founders of Sprocket Websites, Inc. and Chief Executive Office and one of four co-founding members of Clinical Collaboration Software, LLC.

James has over twenty-five years of experience in the information technology field, spending twenty years in software development, sixteen years in executive management and the last six years as a serial entrepreneur launching and running several successful technology organizations.

Throughout his career he has led companies, divisions, departments and teams to successful outcomes. He has executed process reengineering within organizations that were struggling to produce. He has provided strategic vision and organization planning in situations that needed direction. He has built complex systems in several unique marketplaces that required thorough knowledge and expertise to be successful. It is his passion for excellence and desire for success that has enabled him to meet the challenges presented and continue to exceed expectations.

James’ passion for delivering innovative solutions and creative strategies enabled him to develop strong business foundations for long-term success. He is an active member of the Conejo Valley Chamber of Commerce, the North of the River Chamber of Commerce and the Naperville Area Chamber of Commerce where he served on several teams, advisory committees, and legislative groups. He is a founding member of the Chicago Area DotNetNuke Users Group that has held several large, successful Website design and development events. James has donated time, money and expertise to many volunteer, fundraising and charitable organizations like KidsMatter of Naperville, The Naperville Film Festival, Summer Place Theatre, TEDxNaperville, Neuqua Valley High School Senior Spectacular and many others.

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