![]() ![]() Often, complaints are the result of problems that need to be solved. Socratic questioning can help you get to the source of the issue. Step 1: Dig deeper by asking the right questionsĬomplaints - even angry ones - can contain insights, and it’s your job to seek out the point of friction. ![]() To uncover the reason you received a complaint from a customer and solve the problem in order to retain that customer, use this five-step process for handling customer complaints. A 5-step process for handling customer complaints The only way to find out is to give credence to customer complaints to determine if they contain genuinely useful feedback. Or it could reflect a problem that's happening outside of your direct control (e.g., third-party shipping issues). Other times, it's caused by something your company is doing wrong.Ī customer complaint might be the result of your marketing copy leading them to believe something incorrect about your product/service - or of your user experience setting customers up for failure. Sometimes that disconnect is caused by a customer's unreasonable expectations or incorrect assumptions. What are customer complaints, really?Ĭustomer complaints are often a sign that there's a disconnect between what customers expected and what you delivered. In fact, according to the service recovery paradox, a complaint is an opportunity that can actually result in the customer having a more positive view of your business after a complaint is resolved than before they ever had a problem.īeing able to assess and address customer complaints efficiently is key to making this happen. ![]() Many customers will continue doing business with you after they've been dissatisfied and complained. ![]()
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