Complaints Are Not Always A Bad Thing
Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity - not necessarily a problem.
If you deal with a person’s concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former “complainers” will walk away feeling happy and valued.
Recognizing how you can benefit from complaints given by customers makes for an opportunity to improve and grow.
Depending on the nature and severity of the complaint, it’s a good idea to really grasp what the complaint is, what went wrong, and what was done to resolve it?
Continue to meet with your team and review what the complaint was; consider approaches to ensure it does not happen again.
Complaints can be difficult to handle, but, don’t be afraid of them. Be grateful to the customer for bringing the complaint to your attention. Had they simply ignored their dissatisfaction and went elsewhere; it would have been a lost customer. By their bringing this matter to you he is giving you the opportunity to correct it and to make future efforts on not letting the situation repeat.
Complaints + resolution = growth and customer satisfaction.
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