7 Customer Complaints
You Need to Take Seriously
Sometimes complaints are legitimate, and sometimes they're just the customer's perception (which is also legitimate!). But when someone complains about one of the following, don't ignore it. It's much cheaper to fix the problem than it is to replace the customer.
Primary causes of customer complaints
- Not following through after the complaint or inquiry
- Poor service quality or performance
- Deceptive sales tactics or false advertising
- Company doesn't honor promised refunds or adjustments
- Rude or incompetent employees
- Unexplained or unacknowledged scheduling and delivery delays
- Invoicing errors (especially over-billing)
To convert an unhappy customer into a loyal one:
- Listen carefully to your customer
- Repeat back their complaint as you understand it
- Apologize for their experience
- Correct the problem as quickly as possible; stay in contact if resolution involves more time
- Thank your customer for their input, both when they complain and after you resolve it
- Train your employees in customer service and empower them to take care of customer complaints immediately
Related topics:
Customer Retention: Turning Complaints Into Profits
One of the best customer retention opportunities comes when you know how to turn around a complaint, which strengthens your relationship and your business.
Five Simple Tips for Keeping Your Best Customers
For almost no cost and very little time, these ideas could greatly improve your back-end revenues.
13 Ways to Generate Positive Referrals
Add in a few more of these strategies and watch your business really take off!
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© Copyright 2007 Michael Riley. All rights reserved.