Monday, September 8, 2014
How To Successfully Handle Customer Complaints? Part 1
Handling customer complaints
in an efficient & effective manner is incredibly important. It’s a crucial part
of any firm’s overall service experience by its customers.
If a customer undergoes negative
experience, it can be easily taken as an opportunity to win over that customer for
life!
However, handling customer
complaints & negative feedback in a positive manner takes lot of practice
& patience. In fact I suggest a key term to remember to handle customer complaints
effectively. It’s “p2” which means “practice and patience.”
Below you’ll learn useful
facts and strategies in terms of handling customer complaints effectively. They
will help your business to incredibly boost its bottom line.
Why
handling customer complaint is crucial to your business?
Poorly managed customer
complaints are the quickest ways one can demolish his otherwise stellar brand reputation.
Consider
Phil institute’s following statistics-
- When you resolve customer’s complaint in its favor, 70% he/she will revert for business with you yet again.
- 95% of customers prefer giving second chance if you’re able to handle their complaints successfully.
It’s not viable to satisfy every
customer. However, if you’re able to covert an initially bad experience into a
good one, the returns will be immense!
Further
you’ll learn essential strategies to enable you to do just the same!
“Treat
each customer like they have more than 10,000 Twitter followers."
The above line quoted by Myers Barnes drives home an overarching
point. It’s that every customer should be treated equally with respect.
Remember that
each customer has a large audience at its disposal. Hence, if you give her a
good buying and service experience, she’ll perhaps spread the good word of
mouth to all the audience she knows!
Why Evernote
CEO loves his angriest customers?!
Recently, Phil Libin, Evernote’s
CEO gave an interesting insight about his love for his angriest customers.
He emphasizes on the need
for a balance. This balance must be maintained between internal innovation & customer
feedback.
Phil said, “Customer
feedback is a great tool to tell you what went wrong. It's terrible at pointing
you about what you must do next!”
This point makes one more fact
clear. Innovation does need help and feedback from your team. However, in the
process customers mustn't be ignored which can show your team the right
direction! In fact it’s all about customers, right?
Prioritize
You’ll always encounter a
customer who never gets satisfied on the price front. In such cases, you should
accept such feedback with a pinch of salt.
Nevertheless, if there are multiple
customers who are facing trouble using some Key Feature A then there may be a
serious communication problem which needs immediate attention!
Also incorporate an easy-to-use
and efficient feedback system which will track all relevant complaints regularly!
Stay tuned for my next
article on How To Successfully Handle
Customer Complaints? Part 2. In that
I will reveal how to identify and categorize the different types of complainers
to handle customer complaints effectively.
IAM is also conducting a practical seminar for corporate personnel who want to master the art of handling customer complaints effectively. This seminar will be delivered by an expert professional who is himself a gold medalist in Mass Communications & holds First Class Masters Degree from the Jamnalal Bajaj Institute of Management Studies. Know more
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