A series of interviews by The Complaining Cow
In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Shep Hyken an American customer services specialist. So does he differ in his complaining habits from one in the UK?
Shep Hyken’s complaining habits
1) Generally, do you complain to a company regarding a faulty item?
Yes, but I don’t yell or scream or anything!
2) How much does the likely redress have to be before you will complain and why?
Unless the item is very small I will complain.
3) How well do you know your legal rights (would be the Consumer Rights Act, different sectors regulations etc. in the UK)
I don’t think we have anything at that level in the US. Eventually the customers decide whether that business will stay in business or not. Class action suits will take place when there is shown to be a defect across items or it’s proven to be fraudulent or misleading advertising. We don’t have anything like the Consumer Rights Act maybe I need to be the person behind that!
4) If you receive service over and above good do you give feedback? How?
I’m the kind of a guy who will write a nice letter to someone. If walking away I’ll speak to a manager and tell them that person is a rockstar give them a raise!
5) If you receive poor service how many people do you tell (include your social media followers too!)
Because of the job I do I don’t ever negatively talk about a business
6) If you receive good services how many people do you tell?
Sure. I tell everybody. I write articles and get thousands of hits!
7) If you don’t really complain or it has to be a significant amount in question before you will, what stops you from complaining?
I always complain unless the item is very small
8) What do you think of using social media to complain?
It’s great, it’s holding people up to a higher standard if people start to complain as it’s often the first place people are now going. The rest of the world watches how they handle it.
There are some companies that respond to everything including comments not just complaints which can be very positive for them.
9) Is customer service/being able to gain redress a factor when deciding where to purchase an item
Guarantee of returns is very important it’s why Amazon is so popular it’s so easy to return an item so people have more confidence buying from them.
10) Do you ever contact a CEO of a company? If so at what point in the complaint process?
I have but I don’t care to talk to the CEO. She or he would expect someone to deal with it so I do ask to speak to their office. I ask the CEO where I should take the matter to get it resolved.
11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator) or gone to the Small Claims Court tell us about it
We don’t have anything like that here although our arbitration is a great way of resolving things to avoid a costly lawsuit. It would need to be a high priced item like a car to go to court. I work with one company where they have a team where an issue escalates they have the ability to give someone a 100% refund. I asked them how often that had happened and they said it had never happened not because we won’t do it it’s because we resolve the issue.
Maybe ADR is something else I need to start here.
Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow
About Shep Hyken
Shep Hyken is a customer service & customer experience expert, award-winning keynote speaker, and New York Times bestselling business author. he has written 7 books*. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
Help with your complaints
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