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5 Ways to Manage your Customer Complaints Procedure

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Complaints are a rural part of life that we can rarely ignore completely. People are not always going to be happy with your service and there are always going to be picky individuals who search desperately for something to pick fault with at every turn. It’s not whether you get complaints or not that defines how successful a business is; it’s how you deal with customer complaints.

So, we’ve put together a few top tips to help you organise all complaints with a level head. Because just one bad review can cause a chain reaction these days that will have a significant impact on your business if you’re not ready to do a little damage control.

Keep calm – You have every right to be defensive over your business and your brand but this defensiveness, if it’s allowed to reveal itself, can have negative consequences. With every complaint, ensure that you remain calm and listen to what they are saying in as detached a fashion as possible.  It helps to put yourself in their situation and see the problem from their perspective, even though we realise this might be difficult to do!

Acknowledge the problem – It’s likely that the customer problem might seem petty or simply wrong to you but it’s important that you make them feel you’re taking them seriously. By allowing them to vent their frustrations and get their problems off their chest you’ll not only allow them a certain amount of catharsis but you’ll let them feel like they’re being heard.  Never tell the customer they are wrong, even when they are!

Offer solutions – The only way you’re going to solve customer complaints is if you’re able to offer legitimate solutions. Having a list of common problems and common solutions to hand at all times will certainly help but you also have to learn to be flexible and be able to think outside the box. Not every complaint is going to conform to the same template, after all.

Have a procedure in place – An efficient customer complaints procedure is one of the first processes you should put in place and is a process that all employees should be made aware of. Information often gets lost in translation over the phone, so we’d recommend investing in a Response Tap call tracking solution which will allow you to determine customer intent  and direct them to the right department without missing a trick.

Keep it informal – If possible, try to keep things as informal as possible and avoid things escalating to a formal complaint. If you need to hand out refunds, vouchers and/or apologies then so be it as this is often far more cost-effective than going through the formal complaints process.

The idea of Bigtime Daily landed this engineer cum journalist from a multi-national company to the digital avenue. Matthew brought life to this idea and rendered all that was necessary to create an interactive and attractive platform for the readers. Apart from managing the platform, he also contributes his expertise in business niche.

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Business

Turning Tragedy into Triumph Through Walking With Anthony

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On the morning of February 6, 2010, Anthony Purcell took a moment to admire the churning surf before plunging into the waves off Miami Beach. Though he had made the dive numerous times before, that morning was destined to be different when he crashed into a hidden sandbar, sustaining bruises to his C5 and C6 vertebrae and breaking his neck.

“I was completely submerged and unable to rise to the surface,” Purcell recalls. “Fortunately, my cousin Bernie saw what was happening and came to my rescue. He saved my life, but things would never be the same after that dive.”

Like thousands of others who are confronted with a spinal cord injury (SCI), Purcell plunged headlong into long months of hopelessness and despair. Eventually, however, he learned to turn personal tragedy into triumph as he reached out to fellow SCI victims by launching Walking With Anthony.

Living with SCI: the first dark days

Initial rehabilitation for those with SCIs takes an average of three to six months, during which time they must relearn hundreds of fundamental skills and adjust to what feels like an entirely new body. Unfortunately, after 21 days, Purcell’s insurance stopped paying for this essential treatment, even though he had made only minimal improvement in such a short time.

“Insurance companies cover rehab costs for people with back injuries, but not for people with spinal cord injuries,” explains Purcell. “We were practically thrown to the curb. At that time, I was so immobile that I couldn’t even raise my arms to feed myself.”

Instead of giving up, Purcell’s mother chose to battle his SCI with long-term rehab. She enrolled Purcell in Project Walk, a rehabilitation facility located in Carlsbad, California, but one that came with an annual cost of over $100,000.

“My parents paid for rehabilitation treatment for over three years,” says Purcell. “Throughout that time, they taught me the importance of patience, compassion, and unconditional love.”

Yet despite his family’s support, Purcell still struggled. “Those were dark days when I couldn’t bring myself to accept the bleak prognosis ahead of me,” he says. “I faced life in a wheelchair and the never-ending struggle for healthcare access, coverage, and advocacy. I hit my share of low points, and there were times when I seriously contemplated giving up on life altogether.”

Purcell finds a new purpose in helping others with SCIs

After long months of depression and self-doubt, Purcell’s mother determined it was time for her son to find purpose beyond rehabilitation.

“My mom suggested I start Walking With Anthony to show people with spinal cord injuries that they were not alone,” Purcell remarks. “When I began to focus on other people besides myself, I realized that people all around the world with spinal cord injuries were suffering because of restrictions on coverage and healthcare access. The question that plagued me most was, ‘What about the people with spinal cord injuries who cannot afford the cost of rehabilitation?’ I had no idea how they were managing.”

Purcell and his mother knew they wanted to make a difference for other people with SCIs, starting with the creation of grants to help cover essentials like assistive technology and emergency finances. To date, they have helped over 100 SCI patients get back on their feet after suffering a similar life-altering accident.

Purcell demonstrates the power and necessity of rehab for people with SCIs

After targeted rehab, Purcell’s physical and mental health improved drastically. Today, he is able to care for himself, drive his own car, and has even returned to work.

“Thanks to my family’s financial and emotional support, I am making amazing physical improvement,” Purcell comments. “I mustered the strength to rebuild my life and even found the nerve to message Karen, a high school classmate I’d always had a thing for. We reconnected, our friendship evolved into love, and we tied the knot in 2017.”

After all that, Purcell found the drive to push toward one further personal triumph. He married but did not believe a family was in his future. Regardless of his remarkable progress, physicians told him biological children were not an option.

Despite being paralyzed from the chest down, Purcell continued to look for hope. Finally, Dr. Jesse Mills of UCLA Health’s Male Reproductive Medicine department assured Purcell and his wife that the right medical care and in vitro fertilization could make their dream of becoming parents a reality.

“Payton joined our family in the spring of 2023,” Purcell reports. “For so long, I believed my spinal cord injury had taken everything I cared about, but now I am grateful every day. I work to help other people with spinal cord injuries find the same joy and hope. We provide them with access to specialists, funding to pay for innovative treatments, and the desire to move forward with a focus on the future.”

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