http://www.abrbuzz.co.za JANUARY / FEBRUARY 2018 37
WHAT CAN BUSINESSES DO TO ENCOURAGE
POSITIVE REVIEWS?
They can ask for reviews, for starters. Businesses can encourage
customers to share their feedback, and in doing so, it will make
it easier to generate positive reviews. Another way is to strive for
a culture of transparency, accountability and proactive thinking.
If businesses make it harder for customers to leave bad reviews
by giving excellent service, they will certainly see a reduction. If
businesses make it easier for customers to rethink their reviews
by resolving the problem, they can turn a negative experience
into a good one. Above all else, learning how to truly listen to
customers is key.
Do your bit by giving credit when credit is due.
WHEN YOU NEED AN OMBUDSMAN
When complaints go unheard, and frustration reaches its peak,
many consumers may look for help from an ombudsman. An
ombudsman is an offi cial that represents the interests of the
public, by investigating and addressing complaints. If your rights
have been violated or ignored by a company or organisation, an
ombudsman can be a useful way to get closure. Although the
services provided by ombudsmen are invaluable, this should be
your last resort rather than your fi rst step in dealing with an issue.
Across many industries, from banking to telecommunications,
customers have a few options when fi nding closure. Consumer
review websites such as Hellopeter offer a way to share
experiences for others to read online. But what happens when
businesses do not respond or if the response lacks resolution?
Where do consumers go when they have been unable to speak
to someone? Very often, an ombudsman is the logical next step.
HOW TO GET HELP FROM AN OMBUDSMAN
There are a few simple steps to get help from an ombudsman.
You could reach out to your nearest ombudsman by taking the
following steps:
- Call or write to an ombudsman, giving full, factual details of your
problem. While it is tempting to let anger drive your complaint,
sticking to facts will make the process easier. - Include specifi c details such as your policy number, account
number, the company you have an issue with, your contact
details and anything that may be relevant.- Keep it short and to the point. Give details of what happened,
how you have attempted to resolve the issue and whether or
not the company has responded. - Wherever possible, include copies of correspondence with the
company in question along with anything else that may help
the ombudsman proceed.
- Keep it short and to the point. Give details of what happened,
Make sure that documents are either printed or written carefully
in black ink so that documents can be easily scanned and read.What happens after a complaint is lodged with an ombudsman?
A letter of acknowledgement will be sent detailing the intended
course of action. If the complaint is genuine, the ombudsman will
contact the company in question to request an investigation into
the complaint. Companies have six weeks to respond. Further
steps may proceed to fi nd a resolution that is suitable for both
parties.The biggest risk of going straight to an ombudsman when you fi rst
have an issue is that it neglects the opportunity for companies
to listen and assist. This is why platforms like Hellopeter are so
integral within the complaints process. If you have left a review,
along with a follow up, to no avail, you can proceed to the next
step knowing that you have given the company ample time to
respond.http://www.abrbuzz.co.za JANUARY / FEBRUARY 2018 37