Centre Management


Handy tips for dealing with complaints C


ustomer complaints are usually made up of numerous elements and


if any one of those is dealt with effectively at the time, the complaint can be avoided altogether. If the problem has progressed too far for that then you will need to adopt a different strategy. Given that almost 250,000 people undertake some form of RYA training course each year and potentially another 500,000 people pass through RYA training centres on some other form of activity, the number of complaints we receive is extremely small. However, by the time a complaint about an RYA training centre or instructor has reached the RYA Training Department, it has usually escalated to quite a serious level. Sadly, when we review these complaints we find, in the vast majority of cases, had the complaint been dealt with effectively at the outset the matter could have been resolved with a minimum of fuss and more often than not the customer will be happy, and will continue on their


training pathway with you. Despite views to the contrary, the


customer is not always right, but whether or not you feel there is any fault on the part of your centre it is absolutely essential that you listen to the customer. Regardless of what you think, the fact the customer has come to you with a complaint means that they believe there is justification. Sticking doggedly to the viewpoint of ‘we’ve done nothing wrong’ will not be helpful if the customer is of a different view. Taking the time to listen with an open mind to the customer’s grievance (whether you agree with it or not) is essential. Here are a few basic tips on how


to handle complaints effectively and to minimize the risk of them escalating: » Listen. Allow the customer to get the matter off their chest without interrupting them.


» Ensure all staff are aware of the complaints handling procedure and to whom they should be referring complaints.


» Don’t be defensive. » Agree a timeframe in which you


will deal with the matter. Tell the customer when they can expect a response. Be realistic.


» Gather facts. Once you have all of the details from the customer meet with staff and/or other customers to seek their input.


» Assess the situation once all the facts are known.


» Respond to the customer. Face to face is best, by phone is the next option and email is the last resort.


» If there has been a mistake, poor service or any other inadequacy on the part of you or your centre – apologise! An apology is not a sign of weakness but rather the sign of maturity and professionalism. The ability to admit when we get it wrong and to rectify the problem is essential.


» Be prepared to negotiate. If you have failed to deliver the service that the customer has contracted for then the onus is on you to remedy the situation. If you are adamant that there is no fault on the part of the centre then you will need to rely on your


» Confirm and agree the remedy in writing and keep a record of your correspondence.


» Monitor trends in complaints. Repeated complaints about an instructor or an area of the business may warrant further investigation, counselling or other remedial action.


» Make sure also that your booking terms and conditions are up to date and are provided to each and every customer as part of the booking process. Sticking your head in the sand


where complaints are concerned is simply not an option. Dealing with any complaint quickly, professionally and in a balanced manner will go a very long way to towards ensuring a good level of customer retention.


Something for Everyone A 20 |


The Green Blue out and about


re you an RYA instructor or training centre interested in adding value to your courses? Kate Fortnam, The Green Blue’s


Environmental Outreach Officer, has been calling in at sailing clubs and centres across Wales and Scotland, providing free interactive training to RYA instructors on how to deliver a variety of environment and boating activities in a fun and engaging way. Places visited in Wales included Llandegfedd Sailing Club and Plas Menai Outdoor Activity Centre.


Following the success of the


Welsh training sessions, Kate made her way up to Scotland to Castle Semple Outdoor Activity Centre, Galloway Activity Centre and to the island of Cumbrae to train instructors at Scotland’s National Activity Centre. Both excursions saw enthusiastic RYA instructors experiencing the activities first- hand and keen to incorporate environmental messages and best practice into their next sessions. For more information on the


resources available, or if you would www.rya.org.uk


like Kate to visit your club or centre to provide instructor training on environmental activities, please contact her at kate.fortnam@ thegreenblue.org.uk or telephone 02380 604 227. For more information about


The Green Blue visit www.thegreenblue.org.uk


Tell us what you want


W


avelength goes out three times each year – once in print and


twice online. We diligently fill it with news, information and coaching tips, but is that what you really want? The RYA’s training ‘family’ is


very big with this magazine going out to around 23,000 instructors and training centres. It’s impossible to be all things to all those people but we want to do the best we can. How could Wavelength be


improved for you? Please spare a couple of minutes to share your ideas with us in this short online survey.


booking terms and conditions. However, it is always a good idea to pause and consider whether a gesture of goodwill (though not necessarily obligatory) will go some way towards retaining a customer rather than sending them away angry and logging on to social media.


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