legodo outlines three typical core problems in dealing with customer complaints in practically all business areas customers are critical and are mobile in the change of the provider, the more sensitive the company should respond to complaints. But in fact they behave according to a recent study of legodo ag often very restrained. Then only 17 per cent of customers had received a personal message in recent years, with individually targeted the complaints were addressed. legodo Board Member Marc Koch outlined three typical core problems in many companies complaint management: standard letter instead of individual response: who uses only a serial letter function in responding to complaints, risking the loss of these customers. Because automated standard texts that are not specifically respond to the personal requests into the product or service complaints, increase the irritation at the customer in addition.

Especially if they communicate these negative experiences in their community, a significant reputational damage for the company can result arise. So, investigations have determined that a dissatisfied customer reported negative experiences around 20 friends and acquaintances. Anyway is waives in large majority still, individualized response letters to replace the standard letter. Causes of the problem will remain for the customers in the dark: customers want to be taken too seriously and are certainly understanding explains the possible causes of the problem. However, the complaint management often not as part of the marketing or customer management is lived, the company often, to respond to formal complaints confined. Here, the relationship of trust that is impaired by the appeal could be affected quickly back positive if the customer by appropriate explanations in the reply letters could develop understanding of the root causes of the problems. No use of additional customer information in the responses: Even if the effort is to respond to complaints as individual lacks often the complementary and necessary information to customers about the complaint letter also.