Complaints are gifts from customers
I was fortunate to have worked with Far East Bank whose main thrust was customer service. That is why we were always asked to attend trainings and seminars to help us improve our service to customers. In these seminars, it was always reiterated that “Complaints are gifts from customers!”
At first I find absurd if not outright ridiculous. But as the trainings and seminars progresses, it made more sense to me. A customer who is complaining is far better than a customer who doesn’t. A customer who complains is actually giving us a chance to help us improve our service and fix any lapses we may have. Whereas a customer who doesn’t complain and just leave is giving us no opportunity to fix any dissatisfaction he may experienced… and worst, this dissatisfaction could multiply outside our business without our knowledge.
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