In this chapter I look at:
• the key priorities for customers when they complain;
• how well businesses are meeting their expectations;
• financial compensation and other forms of redress.
I also provide a checklist so that you can rate how well your organization addresses customers’ needs.
I recently had cause to complain to my bank about a cheque that had been cashed for the wrong amount. I had made it out to a window cleaner for £54, only to discover that it had gone through my account as £5,400! Naturally I was alarmed and called straight away to complain. I, like most customers who complain, was looking for a speedy resolution and for my complaint ...