The tip of the icebergMotivational Keynote Speaker Leadership Coaching Training

 

Complaints should always be considered to be like the tip of an iceberg – there is much more under the water level that you can’t see!  One study on customer service reported that for every complaint received, there are about 26 more complaints that customers have that were not reported.  Just think about the last time you were in a restaurant and you were unhappy with the service – did you tell the waiter, or did you leave (like most of us) a dissatisfied and determined to not return there again.

Because we don’t always hear about the complaint, we need to treat every complaint we receive with the utmost importance. The client might only be telling us that the service was a bit slow, or there was a detail forgotten, or they were confused about the pricing of the service – all of those should be considered to be the tip of a potentially bigger iceberg.