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Irene Blackett
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Irene Blackett   My Press Releases

How Do You Handle Customer Complaints?

Published on 6/8/2016
For additional information  Click Here

If you're like me you don't like complainers but when running a business it's a good policy to recognize that customers who take the time to gripe are doing you a huge favor! Most unhappy customers just quit doing business with you and you never know why. But the unhappy customer who actually lets you know why they're unhappy gives you the opportunity to make changes that will improve your sales, your relationship with them and more.

It has been said that nobody likes complainers. However when you think about it In terms of customer service a complainer is doing you a favor. They are the extension of your research, testing and quality assurance departments. Although essentially unpaid they provide you with invaluable, often real-time feedback on what isn't working in your business or your relationship with them. You just can't put a price tag on that!

We discover from surveys that most unhappy customers voice their displeasure with their feet - they just walk. They simply go away. No fanfare, no pronouncements. One day they're there, the next they disappear. 

You belatedly discern they've left - but why? What happened? But by then it's probably too late. So let's celebrate the complainers. Let's salute the squeakers. The data they provide makes improvements possible. Their feedback gives you end-user validation of your processes and procedures, your product lines and service levels.

Since most customers are convinced you either don't care or won't change, those that care to share should be valued and rewarded. Be open to their feedback. See the long- term value of fixing a problem this particular customer, and possibly more, has experienced. For each customer who complains many more may have already moved away or soon will if you don't listen and fix your problem.

Make it easy for customers to give you feedback ?then listen generously when they do

By just t
elling a customer "nobody else has complained"
?you ?
miss the point. Consider
?taking ?
the following action steps to leverage complaints into constructive improvement
?s?
:

  • Thank
    ?your ?
    customer for taking the time to let you know of their less than stellar experience
  • Honor their courage in speaking up
  • Reward their input in little
    ?,?
    yet meaningful
    ?,?
    ways
    ? through
    complimentary items, discounts, future preferential treatment, etc.
    ? I'm sure you can come up with some ideas of your own.?
  • When you act on their complaint
    ?follow up, ?
    let them know you've done so. They'll feel their power and your responsiveness will strengthen
    ?your
    bond
    ?with
     them.

In its own way a complaint is a compliment - they cared enough to let you fix the problem. They think you're capable of doing so and will be delighted when you do. They're a customer worth saving!

 

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