Apparently, one in five of those enquiries turned into complaints and when this record number of disputes were settled, the Ombudsman ruled in favour of customers 60% of the time saying that the bank or insurance company was at fault!
As I often say, things will, and do go wrong, and customers become ‘Disappointed’ Often it’s how a business ‘Deals with Disappointment’ that determines what customers do next – do they become ‘Delighted’ or ‘Disaffected’? (those are just 2 of the 10 D‘s of Different Customers – you can find out about them and others here!).
Tony Boorman, chief Ombudsman seems to agree with us. He said “In our experience, people are simply looking for honest, straightforward answers that show someone has listened and helped make sense of things.”
So, a question for you:
When things go wrong with your customers, do your people…
- Provide honest, straightforward answers?
- Show someone has listened?
- Help make sense of things?
Are they actually encouraged, empowered and enabled to Deal with Disappointment’ - you can find out more about how to do that here if you’re interested
