How an angry customer can be a good opportunity for a business?
Loyal customers can be your brand’s best advocates. Customers who have a positive customer service experience are more likely to recommend the company to others–but the opposite is also true. Customers who have a negative customer service experience are likely to tell others about their bad experience and to become a detractor to the business.
Consumers are more likely to talk about a positive customer service experience than they are to talk about the initial complaint they had. The word of mouth has a multiplying effect. The way you decide to effectively handle an angry customer is the single most influential strategic decision a company can make.Smart companies see the complaints as an opportunity to discover unmet needs, and use that information to improve upon their operations or find a new competitive advantage.
For example, let’s say that a customer wants to place an order with an online retailer but has trouble navigating the website. The customer will likely move to a more user-friendly website –but if the company with the crammed website is fortunate enough to receive the complaint first, they can quickly fix the problem for the next visitor.
Here’s another example–let’s say a customer goes out for lunch at a restaurant. If for example, this customer has special needs for his food (gluten-free, lactose intolerant etc.) he will certainly ask the waiter about it and probably complain if that is his way of asking for special attention. In that very important moment, the waiter’s answer is crucial to the restaurant’s reputation.
There are only two answers to that question:
1) Let me ask to the chef
2) NO, we serve only what’s on the menu
Ouch, would you say? Well, that happens every day in millions of restaurants.
And still, many restaurant owners do not seem to see these situations as an opportunity to upgrade their menu to attract a broader audience.
When you consider how many other customers will benefit from implementing added value options in their services, it’s clear that customer complaints must be handled with care so as to learn from them on how to improve the services. Let them guide you towards an excellent service.
Are you unable to handle customer complaints?
Contact Techmode Outsourcing now. We can help you turn your customer complaints into profits.