Complaints, feedback, expressions of dissatisfaction

Written by Liz Stevens

Thursday 16th February 2017

The Gober Philosophy 

The Gober philosophy is that any form of feedback is invaluable. Complaints and other expressions of dissatisfaction can naturally generate strong emotions for both ourselves and customers.

Mary Gober says: “Everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you.”

Are you and your colleagues ready, willing and able to handle feedback in such a way that it is a service to the customer, your organisation and to the individual service giver?

Feedback is an invaluable opportunity

We want to turn any feedback into a "service" experience for ourselves and every customer. The first step is to see all feedback as invaluable opportunities to demonstrate that we really value our customers and their views and to improve our service delivery and products.

Why all feedback is invaluable

Let’s think about feedback.  Any feedback you receive is an invaluable opportunity to:

  • Identify any issues with your products or services
  • Learn and improve as an organisation
  • Demonstrate that you really value your customers and their views
  • Build stronger relationships
  • Retain your customers’ loyalty

Responding to complaints and feedback

Have you listened recently in your organisation to the types of responses being given to complaints and feedback? When a customer or colleague expresses mild dissatisfaction, or gives feedback, we often hear something like: "Oh, well that's because..." or "The reason for that is...". 

Think about a scenario where you have phoned your IT Department because you are experiencing some issues with your system.  You might say:

Can you help me please as the system is incredibly slow and it is impacting me on getting my work done?

Often, the natural instinct is to go straight into why something is happening, the excuses, rather than welcoming the feedback.  You may hear: 

Well that’s because we are having some issues with our supplier and the line speeds are slow.

This response doesn't demonstrate ownership and responsibility for getting the problem solved.  What you should hear is something like: 

“Thank you for calling about this. We are sorting this out right now with our supplier because we are very aware of the situation. Sorry you have been having a problem with this and I will call you in an hour by 11am as I can appreciate this is having an impact on your work.”

So… we need to broaden our thinking regarding how we respond to any form of feedback and make sure we do not add to people's stress nor come across as not being ready, willing or able to help.

Make sure you have all the skills you need

We know from our customers that complaints can provide either the highest degree of job satisfaction or at their worst, fear or nervousness when an individual faces frustration or even agression from an annoyed customer.

The MGI Toolkit provides people with the skills to ensure you are excellent at managing any feedback you receive.

Learn more about our Toolkit

We host regular Complaints & Feedback Masterclasses for existing clients who would like to learn about our latest thinking on handling complaints and feedback

Equip your people with the best skills to confidently handle any feedback or complaint and ensure your responses are always a service to your customer, yourself and your organisation!

Contact us

“A great refresher and helped the attendees think and become more confident in dealing with complaints.”

I feel more confident handling complaints after attending.

“I would recommend this workshop. With Mary Gober International there is always something for everyone and you will definitely find this content beneficial.  It's good to refresh ourselves on strategies to keep in our tool box of communication techniques.”

There is some really good, practical essential content.