Handeling Complaints

COMPLAINTS ARE A GREAT WAY FOR YOU TO IMPROVE YOUR BUSINESS

Firstly, you need to see your customer's complaint through their eyes. Imagine that whatever the customer is complaining about has also happened to you.

What would you be thinking and feeling? How would you react? How would you expect to be treated? What would it take to satisfy you? What response would be necessary for you to walk away feeling good about your complaint and the company? Here is some unexpected good news...

It is estimated that only 1.5% of all customers will try to take advantage of a company through exaggerated claims. So, chances are, your customer's complaint is legitimate and realistic.

A customer's complaint is usually a clear message on how you can improve your services or products. If you are able to identify and meet customer wants and needs, you will undoubtedly improve your business performance and increase your customer base.

A satisfied customer usually means repeat business.

In most cases, the information that you can obtain through a customer's complaint is impossible to get through any other means. You are being presented with a real opportunity to prove your commitment to your customer by addressing these concerns, even when the complaint may seem minor or trivial.

Complaints that customers bring directly to you are the most efficient and least costly way of obtaining information and understanding customer expectations.

So, appreciate the fact that your customer bothered to tell you first, and take full advantage of the situation.

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