{"id":14401,"date":"2025-06-09T16:18:31","date_gmt":"2025-06-09T16:18:31","guid":{"rendered":"https:\/\/finoptima.ch\/ich-wurde-wie-ein-storfaktor-behandelt-nicht-wie-ein-zahlender-kunde\/"},"modified":"2025-11-15T14:23:51","modified_gmt":"2025-11-15T14:23:51","slug":"ich-wurde-wie-ein-storfaktor-behandelt-nicht-wie-ein-zahlender-kunde","status":"publish","type":"post","link":"https:\/\/finoptima.ch\/en\/i-was-treated-like-a-nuisance-not-like-a-paying-customer\/","title":{"rendered":"I was treated like a nuisance, not like a paying customer."},"content":{"rendered":"

Last week, I had a complaint as a private individual. A misunderstanding, a product defect. Nothing earth-shattering, but also nothing I wanted to simply accept and silently dismiss.<\/span>
\nI contacted customer service by phone, factually, constructively, without accusations.<\/span>
\nAnd yet, after three minutes, I felt unwelcome: no “Thank you for your feedback,” no apology, no genuine interest in finding out what had happened.<\/span>
\nInstead, I heard defensiveness, rejection, and the classic phrase that regularly triggers me: “Unfortunately, that’s not our responsibility; you’ll have to submit it in writing.”<\/span><\/p>\n

I wasn’t angry or raised my voice; I was simply disappointed. And I thought: If this is how I, as a professional customer who understands the system, feel, how must people who have no voice feel?<\/span><\/p>\n

It could all have been so different: a brief moment of listening, an honest question, a simple response like, “I understand you’re disappointed. Let’s find a solution together.” Often, that’s all it takes. But unfortunately, this happens far too rarely in practice.<\/span><\/p>\n

Complaint management isn’t a process; it’s an attitude. And it’s precisely in the moment of disappointment that a company’s true credibility is revealed.<\/span><\/p>\n

Remember:<\/span>
\nCustomers who complain stay in touch.<\/span>
\nCustomers who don’t feel taken seriously end the relationship.<\/span>
\nCustomers who are actively ignored share their experience\u2014not internally, but publicly.<\/span><\/p>\n

What we need to learn from such situations:<\/span>
\nComplaints aren’t attacks; they’re valuable feedback.<\/span>
\nListening solves more than justifying.<\/span>
\nIt’s not about blame, but about responsibility.<\/span>
\nAnd above all: It’s not about standard phrases, but about attitude.<\/span><\/p>\n

At FinOptima, we don’t build complaint management on paper, but in practice. We train attitude, communication skills, conflict resolution, and reaction speed. In workshops and coaching sessions, we raise awareness among managers that a positive complaint culture doesn’t begin in CRM, but in mind.<\/span><\/p>\n

After this experience, I decided not to buy from this provider again. Not because of the product itself, but because of how the mistake was handled.<\/span><\/p>\n

It’s not the mistake that erodes trust, but how it’s dealt with.<\/span><\/p>\n

Unleashing potential \u2013 celebrating success.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Letzte Woche hatte ich als Privatperson eine Reklamation. Ein Missverst\u00e4ndnis, ein Produktmangel. Nichts Weltbewegendes, aber eben auch nichts, das ich einfach so hinnehmen und stillschweigend abhaken wollte.<\/p>\n","protected":false},"author":1,"featured_media":14606,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_eb_attr":"","mc4wp_mailchimp_campaign":[],"footnotes":""},"categories":[139],"tags":[],"class_list":["post-14401","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights"],"acf":[],"_links":{"self":[{"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/posts\/14401","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/comments?post=14401"}],"version-history":[{"count":0,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/posts\/14401\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/media\/14606"}],"wp:attachment":[{"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/media?parent=14401"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/categories?post=14401"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/finoptima.ch\/en\/wp-json\/wp\/v2\/tags?post=14401"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}