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Complaints will teach you about your own product more.
In case of bitterly fought battle of brands you get judged more, the thresh hold of complaints gets low and benchmark for pleasure gets high. You get thrashed by a whining customer, you step up to douse the fire. That act of stepping up with a personalized service promise , prompt follow up with the service support and followup call on complaint resolution gets you that attention span . If the results are good you pushed up in dialing/referral list. Yes the response quality does create an impact.
Hi Ghadeer,
Yes, I am agree, but if it had handled deliberately. Since today's prospective customer search about the product information on companies website as well as customer will look for any grievance. If company will upload such grievances on their website with compliments and exposed that how company is going to take counter majors to avoid such grievances in future. Also, what action plan will be taken to take care of that customer who suffered. By doing this things, customer will have only one platform where he can view both compliments and grievances such transparency will tend customer to confident about the product and company, as when customer search for grievances he/she can find only those customer who are agony about the post service and wrong commitments.
Good question!
It is the most effective way to win customers trust which brings in customer loyalty.
The same customer can be used as good reference for new sales.
- You will learn your market better and your products/ service too
- If handled propoerly, you will win customer satisfact and loyalty
- This customer will promote you to all people he knows
