أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
A complaint doesn’t have to be a negative experience. There are two aspects of complaints: the emotional and the logical/rational. Resolving complaints requires dealing with both. By clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both the emotional and rational factors, participants can build stronger customer relationships.
Between social platforms and online review sites, complaining about a company is easier than ever. Not only is the message heard by thousands, if not millions of people—the review can remain online for many years, hurting your business in the long-run. One of the best ways to address customer complaints before they hit the web is to simply ask them “What can we do better?” This seems simple, but you would not believe the feedback you will receive! From here, you can see where your business excels and where it needs improvement.
While these customers may seem like a burden, listen to what they have to say. They are most certainly passionate about what they expect from someone in your industry. If you can make the changes they’re looking to see, you’ll most likely turn their complaints into positive reviews—having them as a customer for life and one of your top referrers.
One of the best ways to squash these negative reviews is to address them as soon as possible. Responding to a negative review in a timely fashion is necessary for both social platforms and online review sites. Simply addressing the negative review (professionally) can help you avoid an even bigger headache later on. Also, don’t forget to thank those customers who leave you positive reviews as well!
Take what your customers have to say to heart and work on improving your business from there. Whether it’s the way a job was completed or the time it took—there is always a way to improve upon your current process. Has another customer complained about the same issue previously? If so, you will most likely hear the same complaint from additional customers in the future. While everyone makes mistakes, it is important to take into consideration what your customers are saying—bettering not only your business, but yourself as well.
The process of transforming customer complaints into opportunities involves three action steps:
1. Fix the problem
2. Show concern for the customer
3. Do something extra to bounce UP!
These days, to find a great restaurant or services business in town, all one has to do is hop online to review sites like Yelp. Positive reviews are great for your company, but what about negative ones?
When a customer leaves a negative review about your restaurant, you have two choices:
By dealing with it publicly (offer an apology and chance for customer to come back for free), other visitors to your Yelp page can see that you’re a business that cares what customers think, and will fix problems. Customers keep coming!
The next example of how you can turn around a negative customer experience centers around your customer service department. A customer complains about your product via your customer chat feature on your website.
In an ideal situation, your customer service team is empowered to make the situation right, and fully refunds the purchase. Your customer service employee also gives the customer a coupon for another purchase to encourage her to come back.
The key here is using that “the customer is always right” adage. Apologize immediately and sincerely. There’s no purpose in trying to determine whether the company or the customer is at fault in the situation. Just assume you’re in the wrong, and make sure your staff is able to refund or replace a product without having to put the customer on hold to get approval from a manager.
By making the customer feel validated in her complaint and amending the situation, you resolve her issue and kept her as a customer.
This time, someone says something derogatory about your brand on Twitter. Thousands of people see the tweet.
If you’re paying attention to social messaging, you can catch this quickly and respond. This is a function of having social media monitoring tools in place so that when there is a mention of your brand, you can see it and respond to it instantly. The simple way to do this is to set up a search for your brand name in a social media management platform like HootSuite and have your customer service or marketing department monitor it.
Now that you’re aware of the unhappy customer’s comment on Twitter, ask what specific issues the person had with your brand. Offer to fix the situation immediately. You may need to send a direct message to exchange contact information, but other than that, your interaction should be public for others to see. The reason for this? When people only see the negative comment on Twitter, they don’t get the full story. You want them to see what you’re doing to amend the situation.
Customer complaints are often inevitable, but if you handle them properly, they can turn into the opportunity to continue selling to existing customers, as well as pick up new ones.
Agree With All Expert Answers
that is unethical,inhuman opportunism. taking advantage of the innocent's grieviance.
Using the Restore and Retain Equation can help turn a complaint into an opportunity.
From both business and employee point of view one must work on the weak areas.And perform better.Then mix the strenghts with complaint to create an opportunity to perform or succeed
First, you must .... Understand it.
