Who likes to be criticized? However, when you’re running a business, every complaint must be looked at positively and you need to learn something from it. You not only need to be patient but also tactful in handling complaints on behalf of an organization. Winning over customers that have given you negative feedback might seem a little odd. But, if you’re looking to run a successful business, you need to pay heed to every single complaint that you’ve received.
In fact, customer complaints should be viewed as a stepping stone to success. If he weren’t interested, why would he even bother to spend time assessing your business? A customer would complain only when he cares about your business and expects you to offer better services. On the other hand, it is also evident that the customer doesn’t want to leave you as your company offers him something that others don’t.
A recent study from shows customer feedback trends and their impact on a business. The findings are stated below:
- Research has shown that 96 percent of the customers don’t complain as they either think of it as a futile effort or have no idea as to whom they need to approach. You can read more on https://usatales.com
- In addition, it has also been found out that for every complaint received, there are 26 other customers with problems, with at least 6 that need immediate attention.
- Over 65 percent of the customers that are dissatisfied but don’t complain, will never use the services of your company again.
Customer complaints are ways by which you can determine how well your business has been perceived by the world.
Therefore, it is important that you take customer negative feedback in the most effective ways and set up a dedicated customer management system to deal with issues that have been pointed out. It is also important that you ask the right questions so that critical issues can be nipped in the bud as early as possible. Here are a few questions that you could possibly ask:
1. What went wrong?
2. What were their expectations from the product or service?
3. What were the positives?
4. What can be done to improve the service?
So, what would you do with the customer complaints that you’ve received? The aim is to have a customer feedback loop. If you’re looking for a sustainable business, it is important that you find ways of issue redressal. Here’s what you can do to fix things:
- Listen to what the customer says and comprehend what they’re actually expecting from you.
- Understand the problems that your customers have faced and apologize without making an argument in support of your business.
- Fix the problem as soon as possible and inform the customer.
- Follow up with the customer and keep him interested in new releases.
By implementing a highly efficient complaint management system and exceeding their expectations every single time, you’d be able to win loyal customers.
Photo by Towfiqu barbhuiya on Unsplash