Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity – not necessarily a problem.
COMPLAINTS + RESOLUTION = CUSTOMER SATISFACTION
If you deal with a person’s concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former “complainers” will walk away feeling happy and valued.
Recognising how you can benefit from complaints given by customers makes for an opportunity to improve and grow.
Continue to meet with your team and review what the complaint and what went wrongs; consider approaches to ensure it does not happen again.
Yes, sometimes complaints can be difficult to handle but don’t be afraid of them. Be grateful to the customer for bringing the complaint to your attention (trust me, it’s better they tell you than go home to complain to all of their friends!). Had they simply ignored their dissatisfaction and went elsewhere; it would have been a lost customer. By their bringing this matter to you s/he is giving you the opportunity to correct it and to make future efforts on not letting the situation repeat.
Complaints + resolution = growth and customer satisfaction.
Article by Christie Lewis
Christie is Practice Manager at Alan Lewis Accountants . Besides accounting, her passion is for all things small business (and blogging, of course). You can contact Christie directly at christie@lewistaxation.com.au.
Christie has written 811 awesome articles for us at Alan Lewis Accountants – BLOG
Twitter: @christielewis | Facebook
{ 1 trackback }