Career Perspective (23 ) — Suitableness Is More Important Than I Thought
As I recall, people are afraid to handle customer complaints. Although these troubles can give you a headache, they are a good chance for you to shine. That is because you can access find real problems in each complaint case. Now, you can solve the complaints by fixing the problem.
However, there is a tricky part you should be careful of when similar customer complaints exist. People commonly use the same solution to solve similar problems. That is because people can’t see the differences in each case. So they automatically solve the problem with an identical solution. We must handle each case separately on a case-by-case basis.
For example, we had a customer complaint about products made in Indonesia. The product we sold had a few dirt spots on the surface. It looked dirty, not new. After an investigation, we found that the operators didn’t see that the products on the belt had dirt spots because of a brief blackout period. So, handling this like previous cases and reeducating the operators with the SOP manual again didn’t make sense. The priority is to reinforce the power system.
Similar situations like this example happen a lot. We must diagnose the symptoms according to the facts to find the proper antidote. On a personal note, people create answers for problems but they don’t do it overnight, It takes time. We may use the answers and adjust them to match the circumstances we are dealing with.
