« Service Leads to Big Return on Investment | Home | AskDatabase.com Rules! »
Encourage Complaints!
By Chris Howard | April 12, 2009
Encourage complaints! Sound crazy? Not if you know anything about customer service. You should embrace client criticism.
Marketing research shows that only two out of 50 unhappy customers will take the time to complain to you. If they are complaining, there are likely others who are unhappy too.
When a customer takes the time to let you know what you need to improve upon, you owe them a thank you. Yes – I’m serious about this! Remember, if they feel this way, there are surely others who do also.
You should train your staff to involve your customer in determining the solution to a complaint. Tell them to find out what the customer expects and empower your employees to deal with situations.
Put yourself in your customer’s shoes. There is nothing worse than finally getting someone to talk to only to explain the situation and then be told that you’ll have to talk with someone else. This is a big reason why people don’t take the time to complain – they just go somewhere else next time.
Be sure and allow your customer to find the comment area easily on your website – the fewer the clicks, the better.
And, of course, you must promptly acknowledge their complaint. This seems rather obvious, but many companies ignore the obvious.
Topics: Customer Service | 170 Comments »
Comments are closed.