WHY CUSTOMER COMPLAINTS ARE GOOD FOR YOUR BUSINESS
A Business is in the game, till it’s open to feedback. It’s no rocket
science to understand this one fundamental thing to upgrade your
services/products, to compete with your rivals one must open to
market feedback. Businesses around the globe are opting to go customer-centric. Customer demands are ever-changing and to understand them time to time businesses are needed to be more
aware of the customer requirements. The services and products one
may be offering might run obsolete for the customers sooner than
you realise, undoubtedly it will affect the growth of the business and
overall may lead to its downfall in the long run. In contrast, taking
feedback from customers won’t be always sugar-coated. Businesses
must take criticism constructively, it’s the key aspect that no one
talks about.
Studies suggest that 96% of unhappy customers don’t complain, 91% of those will simply leave and never come back. Customer satisfaction is mandatory at every point of time and to dissolve customer issues, we require a versatile support management tool that can help businesses out. Ipercepts CRM is such an effective tool that not only provides great customer management but also provides excellent customer helpdesk support.
To be a better self we need to introspect just like to make a service/product better we need to figure out its cons and make efforts to get rid of them. Let’s discuss how customer complaints are good for your business.
How to handle Customer Complaints
Handling a customer’s complaint is a work of art, next time you
receive a customer complaint, follow these tips to help transform it
into a golden opportunity for your business. These tips will help you
increase your company’s approval rating and will make your brand
stand out from the crowd.
Leveraging customer complaints
A customer complaint is a hidden opportunity for your business
to improve your products and services, but it can turn into a
negative reflection of your company if left unattended. The act
of complaining is a sign of customer loyalty as it portrays
countless other people who would have been facing similar
problems but didn’t bother to tell you or just disregarded it
thinking why would a business listen to them.
If a company directly approaches their customers for their
feedback regarding their product and services, even if the
customers don’t have anything to express. This will just
increase their loyalty towards your business and transform
them into your guaranteed customers.
Following are some of the dominant advantages of customer complaints:
- Identifying the gaps in your service and vital areas for product improvement.
- Gaining valuable insight into the competition.
- Building customer loyalty.
- Growing and developing your business in various aspects.
- Managing the online reputation of your Firm.
- Understanding customer behavior and needs.
Using L. A. S. T. method to solve customer complaints
LAST is a widely popular and most trusted approach that a lot of businesses have endorsed it to address customer complaints and solve customer service challenges, especially in customer service
departments. The L. A. S. T. Approach is as follows:
Listen: As once a wise man said, a Good Listener is a good action
taker. Inculcating this habit in business is important, even if you
may not fully agree just listen to the customer once. Reiterate
their problem to demonstrate you were listening and offer an
impression that you are attempting to understand.
Apologize:
It is always polite and proper to apologize and
express genuine regret for the service failure’s implications. A
genuine apology goes far than the virtual consolation. This habit
must be taught to the support executives.
Solve:
It will hardly be the case that you may not be stocked
with the proper solution to a customer’s problem, even if you
are not equipped with the proper methods for compensation,
tell them that you will check with your manager because moving
toward a solution is often enough for customer satisfaction.
Afterward try to resolve the task, to not let this ever happen
again, that’s a great strategy for connecting more to customers.
Thank:
Generosity wins heart, that’s a universal truth. Your
attitude towards customers should be thankful as they have
given you an opportunity to fix the problem of your organisation
you are dedicatedly working for, so thank them for bringing the
issue to your attention.
At this stage, you have successfully converted your customer’s
dissatisfaction into satisfaction.
Importance & Benefits of Customer Complaints
As an entrepreneur or a small business receiving complaints from customers might be frustrating or even heart-breaking for the
products and services you’ve put your heart and soul into. These
should not be taken personally. Looking at those complaints from
another angle, they can be turned out to be pretty much valuable for
your business’s growth. In fact, they can be proven game-changer.
Here are the reasons why:
Product/Service Upgradation
No matter if you’re offering world-class service on your
part. The Market evolves every second, it’s better to keep
updating yourself and your service one better way to do it is Customer feedback. After all, always believe nothing is
perfect and never will be, there will always be room for
improvement.
Customer Satisfaction Enhancement
Enhancing customer trust in your brand plays a major role
in your future growth. As satisfied a customer feels from your side more chances of your organic growth increase.
In the initial days, businesses propagate through words of mouth only.
Boost in Costumer Communication
Keeping customer engagement high of their brand and
maintaining it is a headache for organisations these days.
While everyone views complaints as a negative thing to have, it’s actually a nice way to improve and enhance
customer enhancement and to keep your customers stuck
to your brand not to migrate to your competitors.
Positive Impact on Brand Image
Every step your take as an entrepreneur will affect your
business surely somehow. As of customer support, a
business becomes a known brand not only with its
products and services but with constructive steps like
resolving customer’s complaints. The best way to do that
is to follow the L. A. S. T. approach we’ve discussed
earlier.
Conclusion
Customers are the utmost priority in any business and should be. You
need to understand that customer’s viewpoint defines your brand.
You should understand they are the ones receiving your end product
and letting your business generate revenue. Even if though it may
not seem like it at first but, customer complaints are blessings in
disguise. With the right approach, you will be able to use them to
your advantage and take your business to a new level.