A customer complaint is a genuine opportunity for a company, because it offers the chance to improve service or eliminate a deficiency. Gigantti, the Finnish electronics company, clearly has room for improving how it handles complaints like the one I sent to their customer support people. I had ordered a computer by phone for pickup at a store. Although my order was confirmed during the call and by email , when I drove the 20 kilometers to the store, I discovered they didn\u2019t have the computer. Another store did<\/i> have it, but the salesman said that only the department manager could arrange for transfer to this store\u2014and he was on vacation. In my complaint, I asked whether in the online age Gigantti truly needed the manager\u2019s involvement, with its one-week delay, in order to complete a sale. In their reply, they said they would\u2026pass my complaint along. When I checked again two weeks later, their email reply said that they regretted the delay\u2014and told me that my complaint had again<\/i> been forwarded to someone. Then I got an e-mail from yet another Gigantti person, who was clearly starting from square one. I sent him the entire correspondence. Yesterday, 23 days after I placed the order, I got a message that the computer was available at the store. “We hope this will satisfy you.” Alas, this hope is in vain. To seize the opportunity that a complaint offers, you need to act quickly, respond coherently, and address the customer\u2019s concerns. And you need to cut out slow, unhelpful processes.<\/p>\n","protected":false},"excerpt":{"rendered":"
A customer complaint is a genuine opportunity for a company, because it offers the chance to improve service or eliminate a deficiency. Gigantti, the Finnish electronics company, clearly has room for improving how it handles complaints like the one I sent to their customer support people. I had ordered a computer by phone for pickup […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[14,15],"tags":[],"class_list":{"0":"post-1702","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-english-en","7":"category-wordoftheweek-en","8":"entry"},"_links":{"self":[{"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/posts\/1702","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/comments?post=1702"}],"version-history":[{"count":1,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/posts\/1702\/revisions"}],"predecessor-version":[{"id":1703,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/posts\/1702\/revisions\/1703"}],"wp:attachment":[{"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/media?parent=1702"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/categories?post=1702"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.yksityinenkielitoimisto.fi\/en\/wp-json\/wp\/v2\/tags?post=1702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}