Since there is no regulatory definition as to what a complaint is, institutions are somewhat left to define it for themselves. In our experience, the word that encompasses a complaint the best is “dissatisfaction”. If someone is dissatisfied with your products, your services, your hours of operation, how they were treated, etc., and they bring this to your attention in some way it really is a complaint regardless of how nice or angry they are about the situation. While some complaints are more legit than others, your team needs to have awareness of when there is a complaint and what to do about it. If the information doesn’t go any further, your management cannot manage what they don’t know.
Jerod explains more in the video.
Video Highlights:
- Dissatisfaction as a core element of a complaint.
- Creating and maintaining awareness of customer complaints is essential to managing them effectively.
- It's important to look deeper and try to identify any underlying root cause.
Published
2023/12/08
