When I was travelling home from work recently I came across an article in the commuter newspaper about an online forum where disgruntled people write anonymous notes to their neighbours airing their gripes. While this is not the most traditional forum to complain in, it does allow aggrieved residents to let their neighbours know that Princess, the Persian cat, is not so cute when she is scratching up their new outdoor furniture.
This process of getting the matter off your chest is an important step in complaint resolution. One of the most commonly heard customer service complaints is ‘they just won’t listen to me’. Complainants need to have the opportunity to voice their concerns and to feel heard. Online forums are becoming an easy and anonymous medium for people to air their grievances, particularly when they are not yet ready to discuss the matter with the other party. It’s not surprising then that online complaint forums are becoming more and more popular. Business would do well to think about how they are going to address complaints aired in this manner.
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