Manage Expectations

You need to provide the person who made the complaint with information about what you in-tend to do about the complaint and evaluate the person’s response. If you feel that it is likely the described action will satisfy the complainant, then you should take this action promptly, but if further review of the complaint is necessary, give the complainant a clear timeframe for when to expect a response or a progress update (Standards Australia, 2014).


Service guarantees

Some organisations have service guarantees which mean that customers know in advance that there will be a refund or compensation if the product or service does not meet their satisfaction. In this way they know what to expect, and complaints are minimal. In order to use service guarantees, your business must be very confident about every aspect of your service and products. These guarantees can offer a competitive advantage com-pared with other similar businesses and if fulfilled, helps to show that your business is honest. (Cook, 2012).

In fact, managing customers’ expectations before they even complain is best practice, however some-times you might only realise that the customer had different expectations about the service or product, after doing business with repair

Research shows that 40 percent of complaints arise because customers have inadequate information about a product or a service. (TARP, 1990).


Communication and commitments

The keys to complaint management and man-aging expectations for the customer, is good communication. Making sure when the customer can expect to hear from you is important, and it is also important to keep your promises. If you say you will get back to them at a certain time, make sure you do this, even if you haven’t been able to progress the resolution.

hands phones


Key points

  • If progress on a complaint is delayed, tell the complainant as soon as you can.
  • Make sure the complainant knows when they can expect to hear from you.