Righting wrongs

Heavey, James
November 2007
Utility Week;11/23/2007, Vol. 28 Issue 7, p8
Trade Publication
The article reveals that customer complaints and customer-initiated feedback are reliable ways for public utilities to obtain quality data on customer's attitudes. In most cases, complaints and feedback come from loyal customers. Complaining customers give an organisation the opportunity to recover the failure, to make restitution and then to continue with a mutually valuable relationship. Experts suggests that only 4 per cent of customers who have cause to complain due to a poor experience with a company will actually do so.


Related Articles

  • Your feedback is important to us.  // Money Management;12/1/2005, Vol. 19 Issue 45, p40 

    The article reports on the phenomenal increase in customer rage incidences in Australia. It can result into revenge, slander and even violence. Commenting on an incidence of customer rage, a professor at the University of Queensland explained how a customer flew into a rage shouting and banging...

  • Don't be afraid.  // Utility Week;7/24/2009, p11 

    The article encourages utilities in Great Britain to upgrade or replace existing billing systems despite the increase in customer complaint numbers. It argues that delaying the upgrade of the billing system often leads companies to delay the move or put it off indefinitely. It relates that...

  • Fielding Customer Complaints. Michelson Jr., Michael W. // American Salesman;Dec2005, Vol. 50 Issue 12, p22 

    Presents suggestions for salespeople on dealing with customer complaints. Need to encourage feedback from customers; Consideration of complaints as a way to provide customer satisfaction; Use of consumer complaint as an opportunity to extend good service to maintain a cherished relationship.

  • Brands should embrace customers who complain. Chahal, Mindi // Marketing Week (Online Edition);1/16/2013, p7 

    The author describes how companies should deal with customers who complain. Andrew Aldred, head of marketing at mycustomerfeedback.com suggested that customer grievances can be an immediate and free source of insight available to businesses on a daily basis and that customer service and...

  • Customer feedback improves customer relations. Lewis, Judy // Hudson Valley Business Journal;7/5/2010, Vol. 21 Issue 27, p8 

    In this article, the author discusses the importance of customer feedback in improving customer relations and in maintaining a high standard for businesses. She states that hearing from customers is beneficial and good customer relation is the core of a successful business. She explains the...

  • Why bad is very good. Kilcarr, Sean // Fleet Owner;Mar2010, Vol. 105 Issue 3, p30 

    The article looks at the positive side of negative feedbacks coming from customers. It stresses that negative comments are golden opportunities to rectify the error in question and create substantial improvements. It further cites that what customers will say regarding one's service is important...

  • It's important to listen. Hunter, Sharleen // PRWeek (London);5/13/2011 Supplement, p23 

    The article offers helpful tips for shaping successful communications campaign by acting consumer feedbacks. These include inviting customer feedbacks and opinions about the product, stepping out of the office and talking to customers directly and understanding consumer experiences through...

  • Encourage silent customers to voice objections.  // Sales Leader;4/10/2006, Vol. 12 Issue 2, p2 

    The article presents tips on how sales personnel could handle silent customers, who never complain or raise objections about the product or how their account was handled, but would reach the point where they become angry and just take their business to another company. The key is to check in...

  • Sat scores high but perceived respect is low. Lineweber, David C. // Marketing News;10/27/2003, Vol. 37 Issue 22, p40 

    This article identifies what customer satisfaction research fail to include. Common complaints among customers include telephone messages while on hold and redundant questions. Typical customer satisfaction measures do not pick up such problems due to the decline in customer service...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics