Take complaints from negatives to positives – Part 1

01 July 2021 Myra Knoesen

How employees react to customer complaints can determine whether these customers remain loyal or move onto another company.

When a client has an issue with a product or a service, it naturally sets him or her up as a resistance power. How you respond to this challenge determines whether you can win the client back or not.

Confronting grievances

When you deal with customers in the real world, things are going to go wrong. Whether issues originate from dissatisfaction, it can be precarious managing a troubled customer.

In the age of social media, a disgruntled customer can easily tell hundreds of people about a bad experience.

Conveying reliably on those things that matter most to your clients will win client service. When you confront a client grievance, it is the best time to demonstrate that you remain by conveying winning client service.

Complaints provide the ideal opportunity to impress and persuade clients to stay faithful to your organisation.

A negative into a positive

How you handle customer complaints says much about your character, your style, and your commitment to the customer experience.

With the right strategies in place, you can rapidly transform a negative into a positive, and streamline processes in your business.

By approaching a complaint positively and looking at things from a customer’s perspective, you could identify the areas of weakness and pose the solutions.

It is imperative to place yourself in your customer's shoes. They are angry, they want a solution, and the process needs to happen at ease.

Part two of the article delves a little deeper into the client, how to deal with the client and the importance of taking complaints from negatives to positives with processes and strategies.

Bookmark and Share


Quick Polls


The second draft amendments to Regulation 28 will allow retirement funds to allocate up to 45% of their assets to SA infrastructure, with a further 10% for rest of Africa; but the equity & offshore caps remain unchanged. What are your thoughts on the proposal?


Infrastructure? You mean cash returns with higher risk!?!
Infrastructure cap is way too high
Offshore limit still needs to be raised
Who cares… Reg 28 does not apply to discretionary savings
fanews magazine
FAnews November 2021 Get the latest issue of FAnews

This month's headlines

New proposals to amend PPRs have major impact
The untold truth about intermediary agreements
Rethinking claims
Tik-Tok: The clock is ticking on SA’s R45 billion unclaimed benefits bomb
Medical schemes’ average increases for 2022
Disability claims aggregation
Subscribe now