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Why Your Latest Customer Service Complaint is a Gift
Posted By Barry Moltz On October 16, 2013 @ 2:15 pm In Retail Trends | 15 Comments
There are only three types of customers that always tell your company what they are thinking:
They can’t wait to tell you how great your product or service is and how it changed their life. They are falling over themselves to express their gratitude in person, by phone or on the Web.
They can’t wait to tell you how your product or service just ruined “their life” and they wish they never met your company. They, too, are falling over themselves to express their dismay in person, by phone or on the Web.
Customers love to be “bribed” to tell their opinion. Many retail stores give a $2 – $5 discount on a customer’s next order for completing a survey.
Unfortunately, the majority of disgruntled customers will say nothing directly to the company. They will sulk away and never buy from that company again. In this case, no news is not always good news. It may be broken and the company may not even know it.
According  to Harvard Business Review:
While customers are more likely to complain, see it as a gift. They have taken their valuable time to give the feedback directly to the company. The business benefits in two ways:
Listen carefully to make sure they understand the concern. Try not to find blame or hide problems. Ask the customer for their best solution. Get back to the customer on how it will be solved.
Collect all of these concerns so an overall trend can be spotted by the company.
How can you treat customer complaints as a gift?
Angry  Photo via Shutterstock
This article, provided by Nextiva, is republished through a content distribution agreement. The original can be found here .
Article printed from Small Business Trends: http://smallbiztrends.com
URL to article: http://smallbiztrends.com/2013/10/customer-service-complaint-gift.html
URLs in this post:
 According: http://hbr.org/2010/07/stop-trying-to-delight-your-customers
 Angry: http://www.shutterstock.com/pic-148730198/stock-photo-young-businessman-with-a-red-tie-shouting-furiously-at-his-mobile-phone.html
 can be found here: http://www.nextiva.com/voip/why-your-latest-customer-service-complaint-is-a-gift.html