Customer complaints may help the management team to identify internal weaknesses in service provision, and help the company improve. In the end, a complaint benefits the firm positively. Moreover, if the complaint from the customer is handled professionally, the customer may recommend others to the firm’s product or services.
The experience of Qantas Airlines helped me to understand the correct procedure for handling complaints from customers in a professional way. I gained familiarity with the critical aspects that should be highlighted when responding to a customer’s complaint. More specifically, I learned how to exhibit timeliness, facilitation, redress, apology, credibility, and attentiveness when handling complaints from customers. In addition, I realized that a customer’s response should be personalized and well framed so that it exhibits the firm’s recognition of its mistakes, but does not reflect negatively on the reputation of the company. The knowledge I gained is of critical importance in the business world. In the future, I will be in a position to handle customer complaints professionally (Barlow & Møller 2006, p. ...Show more