As a millennial, I’ve grown into a world where people expect things to be dealt with quickly, and they want as much information as they can get in the process. Just look at Domino’s pizza tracker. Why just wait for your pizza, when you can check when it’s being prepped, in the oven, and out for delivery?
This speed, and thirst for information, is transposed onto complaints and problems. According to a Lithium-commissioned study by Millward Brown Digital, survey, 72 percent of people expect a response to a Twitter complaint to a company in less than an hour.
To make sure I’m always ready with a response when someone complains, I like to remind myself of “The Five A’s to Dealing With Problems”. They provide a simple process that I can follow to connect with the disgruntled person in front of me, make them feel better…
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