Positive outcomes
Complaints should not always be regarded by a business as negative.
By reviewing the record of complaints this can identify areas for training of staff if similar complaints are made from a number of guests.
How staff handle complaints can be a benchmark for staff appraisals and can help to set and maintain standards.
When complaints are handled effectively, guests are more likely to return to the outlet because they are satisfied that their complaint has been listened to and taken seriously.
They feel valued as they have been treated with respect and courtesy.
Handling complaints quickly and efficiently avoids attracting the attention of other customers to the situation.
This helps to maintain a good reputation, protects the level of business and does not harm profit.
It highlights customers who complain frequently and allows the business to handle unjustified complaints.
Keeping an accurate record of a complaint provides the relevant information required for staff during shift changes to ensure the complaint is followed up.