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If this pro active approach is used by every department . Customer will always be happy & there will be satisfied customers more than complaints . Customer Service Head of that organization will be in good books of the customer & internally .
Customer complaints are a great source of valuable information about your business and your customer base. Furthermore, customers who bother to interact with you, even if it is to complain, are likely to remain loyal to your business - but only if they feel their complaints have been dealt with appropriately.
Speed is very much of the essence when dealing with customer complaints. It is important that you give a sense of urgency; the customer will want to feel that their complaint is being taken seriously, and that their concerns are being addressed promptly.
complaint + satisfaction = loyalty
It is a proactive approach for customer satisfaction. Resolving customer's complaint in first go is the key of success.
Customer satisfaction is a key to a successful business
Close up a customer complaint in time saves nine !
In the opposite angle, an unhappy customer will spreads his miscontentment at least to nine.
Your customers are all busy people. When something breaks — a payment not received, a shipment delayed, faulty merchandise shipped — you will have to fix it as soon as you can.
The faster you fix the issue, the more trust you will gain, and the stronger your claim will be about great customer service.
After all, that’s one of your selling points, right?
In the recently released2012 American Express® Global Customer Service Barometer report, 55% of customers abandoned a purchase because of sub-par customer service.
And even if your customers stick with you through the transaction, they might leave a bad review about you somewhere.
Either way, it’s not smart to sit on customer complaints.
when you are serving a customer either product or services, it is possible that you will do mistakes. A proactive approach always helps avoid the mistakes and it can be done by performing QA, having SOPs and adhering to them but still there are chances of mistakes. It is more important that how you fix them in minimal time. In addition to this, learning from the mistakes is extremely important to avoid the recurrence because a customer always gives you a chance of mistake but recurrence of mistake of same nature is a blunder
Customers will give you a chance maybe two to listen to their complains and do something good about it, other wise you lose them for sure if there is an alternative.
Completely applicable in customer retention and loyalty programs. An unsatisfied customer may leave and take nine customers with him....
I truly believe that it's not comes first with the marketing strategies, New Product Development but definitely customer comes first and it is not the idea but the people who support people making more money/businesses.
Whether your product is strong or not, what I believe is that any company who specially focus on the Customer Centricity specially when it comes with the KYS (Know Your Customer) concept, definitely makes more satisfied happy customers.
Syed Waqas Saghir
Internet Marketing Expert, SEO & SMO Consultant, IT Trainer
Digital Marketer at United Nations Association of Pakistan
Founder of BrandingChaos.com
