CUSTOMER COMPLAINTS: A BOOST FOR YOUR BUSINESS..
Most people react negatively when customers complain, they see customer complaints as bad for their business, some even see such customers as problematic, but really customer complaints is a good boost for your business and this can also take your business to another level in terms of profitability. Most customers that complain are really customers who are your regular buyers and have genuine interests in the success of your business; non regular buyers usually react to dissatisfaction simply by not coming back. To ensure you turn these complaints into profits you have to take the following into consideration:
1. Plan Ahead– Your main goal in business should be to satisfy your customers, therefore managing your Customer’s emotions by making provisions for how to deal with these complaints when they come is expedient in your business dealings. Customers will always complain no matter how great your products or services are, Today’s customers are more knowledgeable and sophisticated, it takes good knowledge of customer relationship management to sustain them after acquiring them and this is where your profits come from, Have a positive attitude towards customers, "Customers are Kings" and should be treated likewise.
2. Give Attention to Solving Customers' Complaints – put in place a good feed back mechanism from customers and ensure complaints are promptly attended to and customer’s emotions well managed. Companies with Customer relationship managers / Customer service executives know the importance of managing customer’s emotions especially when it comes to meeting customer’s demands and expectations.
3. Show Empathy – no matter what the problem may be, and no matter whose fault it was, you must be able to identify with and understand the feelings and difficulties of your customer and take the responsibility for resolving the complaint. Always apologize for inconveniences on the side of your customers, explain what could be responsible for such inconveniencies and your plans to solve the problem.
4. Compensate Dissatisfied Customers – A special treatment / compensation plan in terms of gifts or replacement of a faulty product will go a long way to recover a lost service or a dissatisfied customer, but don’t stop at this, also follow up on such customers, ensure the issue was resolved and find out if the customer is now satisfied with your service. This not only shows how much you care about your customer’s satisfaction, but it also strengthens your relationship with this customer.
5. Prevent Future reoccurrence– Every complaint must be seen as an opportunity to improve on your products /services. Always act on every complaints and your business will keep experiencing a boosts on profits.
1. Plan Ahead– Your main goal in business should be to satisfy your customers, therefore managing your Customer’s emotions by making provisions for how to deal with these complaints when they come is expedient in your business dealings. Customers will always complain no matter how great your products or services are, Today’s customers are more knowledgeable and sophisticated, it takes good knowledge of customer relationship management to sustain them after acquiring them and this is where your profits come from, Have a positive attitude towards customers, "Customers are Kings" and should be treated likewise.
2. Give Attention to Solving Customers' Complaints – put in place a good feed back mechanism from customers and ensure complaints are promptly attended to and customer’s emotions well managed. Companies with Customer relationship managers / Customer service executives know the importance of managing customer’s emotions especially when it comes to meeting customer’s demands and expectations.
3. Show Empathy – no matter what the problem may be, and no matter whose fault it was, you must be able to identify with and understand the feelings and difficulties of your customer and take the responsibility for resolving the complaint. Always apologize for inconveniences on the side of your customers, explain what could be responsible for such inconveniencies and your plans to solve the problem.
4. Compensate Dissatisfied Customers – A special treatment / compensation plan in terms of gifts or replacement of a faulty product will go a long way to recover a lost service or a dissatisfied customer, but don’t stop at this, also follow up on such customers, ensure the issue was resolved and find out if the customer is now satisfied with your service. This not only shows how much you care about your customer’s satisfaction, but it also strengthens your relationship with this customer.
5. Prevent Future reoccurrence– Every complaint must be seen as an opportunity to improve on your products /services. Always act on every complaints and your business will keep experiencing a boosts on profits.
posted by Stella Atanda at
5:48 AM
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