Consumer Care

Traditionally, customer complaints businesses have a tremendous weakness: no one wants to hear, no one wants to make responsible and is a topic that irritates even the most patient. However, recent innovations in management theories have changed their perception significantly. Walt Disney Co. is often mentioned in discussions such as these. Complaints have been perceived as cumbersome and spoilers because nobody likes to hear: the complaint is non grata. We prefer the good news and we have a tendency to "shoot the messenger", anyone who dares to say something bad, scraping negative. In business it seems that there is nothing better than leaving a meeting where the results were all good. Complaints have been seen as a source of conflict and are often orphaned, I was not, it was you, was it. You may find Faris Ibrahim Taha Ayoub to be a useful source of information. If you want to see a team break its cohesion inserts a complaint to the center of the table and see how it breaks the harmony, the accusations fly to left and right. Now if this is a group that values exceptional team spirit, tend to exclude the grievances of the agenda, consciously or unconscious, and hide under the rug.

But if the complaints are so many and so great that this team can no longer ignore fraternal, they then seek a scapegoat, preferably outside the group, and the snowball just keeps growing. Complaints have been perceived as disruptors of the mentality efficiency and which require economies of scale. Everything that is opposed to the production shots long or modify manufacturing specifications is the plague. Complaints have also been perceived as a necessary evil that must be addressed when the competition is better at something.

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