2.3  How to handle complaint

As mention above, we now all know what a complaint is and why people complain, let’s find out some ways to handle complaints. 

There are 2 ways that company use to get customers’ feedback:

-          Indirect ways: mail, survey, box suggestion,…

-          Direct ways: face to face, phone,..

2.3.1                                         Indirect ways:

2.3.1.1 Websites and social network.

In today's digital age, it is extremely easy for people to voice a complaint quickly on Facebook, Twitter or many other websites. 

Network administrator should monitor to make sure no complaint goes unnoticed.

Nowadays, some companies encourage their employees to post responses to customers’ complaints on websites because somehow it shows the public that the company is willing to listen to their customers. Once the complaint is solved, they ask the customers to post again on the original message board about how their complaint was handled .

2.3.1.2 Email:

A company should design an email address and publicize to all of its clients.

Someone checks and responds to the emails daily to provide customers a way to give detailed feedback about the company’s work. When penning a respone, answer politely  and ask appropriate questions that will help to investigate where a service went bad, how to smooth things over with the customer and, finally, how to prevent the problem from reoccurring.

Also, always follow up with direct communication because that can get a lot more done verbally than the writing.