What kind of expressions are considered a complaint, regardless of their justification?

Expressions of dissatisfaction are considered complaints when they are communicated, regardless of the mode of communication. This includes both oral and written forms. It recognizes that a customer’s experience and perspective are valid and should be acknowledged, regardless of how they choose to express their discontent.

By encompassing both oral and written forms, customer service can ensure that all expressions of dissatisfaction are taken seriously and appropriately addressed, which is essential for effective customer service and relationship management. This broader understanding also helps organizations capture various feedback types, leading to improved service and resolution processes.

The focus on the nature of expression—rather than factors like timing or the status of the customer—highlights the importance of customer feedback in maintaining service quality and satisfaction across the board.