According to Huffington Post, only one out of 26 unsatisfied customers complain but 67 percent of those who did not complain might leave the business and will never transact with the same company again because of a single bad experience.
Forbes also reported that bad customer service has cost companies worldwide a staggering amount of $338.5 billion. This reason is why companies and businesses should know the concept of customer care and overall satisfaction score.
The concept of customer care
Bad publicity is still publicity
This may seem an arguable statement, particularly in customer support discussions. Complaints from disgruntled customers can be a nightmare for any businesses, or worse, a curse that is hard to repel. Moreover, there are people who believes that “the customer is always right” as a complete nonsense. They have their five reasons why the phrase is wrong. Well in some situation, customers may draw the line and can get very annoying. These people are irate and abrasive — and that’s the kind of people you want to get rid of since it will not do any good for your business.
However, some customers will try to get back and will speak about their dissatisfaction regarding a service or product they have recently purchased. After sales customer support knows that they have a point and customer service has the right to justify accordingly. Now, this situation is the golden opportunity to strengthen business ties with customers and further uphold the reputation of the company — an essential concept of customer care. Treat customer complaints as blessings instead of a horrible business nightmare.
Turning bad customer experience into a positive one
Today’s exceptional vulnerability of every business to negative customer reactions is not always a bad thing. It can turn your weaknesses into strengths — as long as you know how. You can convert a misconception or a complaint about your business as a tool to help you get over that dispute and prevent the same situation from happening again.
You may have heard of businesses with a reputation for not having a single complaint from their customers. It’s great to be that kind of business. But of course, in reality, the real concept of customer care is by experiencing various dilemmas and solving it properly to satisfy customers. As long as there are humans and technology, there will be breakdowns, errors, and shortcomings. And not every customer expectations can be met instantly without running on a few potholes on the road.
So here’s how your customer support or customer service representatives should handle customer complaints.
Always be positive – Stay optimistic and show appreciation to the customer for bringing the issue to your attention. Take note that a genuine expression is highly recommended. You should be thankful they initially approached you before anyone else.
Document all complaints – Record all complaints so that you can use it for your future reference. Managers should explain this to their staff that logging these complaints don’t reflect the insufficiency of the business and its staff. Rather, it is an opportunity to look after and expand customer relations while being on the watch for developments. By determining various customer issues, they can improve their concept of customer care, and eventually, using it to enhance experience.
Also, they should log it in wherever the customer contacted them. Since omnichannel is the trend, a customer will contact a brand in different ways.
Never make the same mistake again – after making sure that you have documented all complaints, your company employees have to be definite that nothing the same will ever happen again. Don’t repeat the same mistake twice.
Make sure customers only have to complain once – and to one person only. Don’t even dare test the customer’s patience and make sure that your handling method should be cut and dry. Forwarding their complaints to several customer support reps will only rub salt to the wound and resolving the issue will be deferred.
Remember that no communication by any means is worse than negative communication. Start by nurturing an approach of trust. Handling a complaint in a resenting rude manner and the desire to make the customers feel wrong about it is like digging your own grave. Your customers should feel that they can openly express their concerns in an environment with a sense of mutual respect. It is important to let these complaining customers know that they will be heard and attended to.
If you want a great customer service, just contact us and we’ll provide it for you!
