Building relationships with consumers takes time and work. We spend our time offering a good experience , sending interesting content, strengthening branding and earning people's trust, but one complaint from a customer is enough and it seems like everything falls apart... But it's not really like that!
Receiving customer complaints is not pleasant because it shows a problem, however, they are also excellent opportunities to improve your processes and win back customers who would otherwise leave your company. And if you resolve customer dissatisfaction accurately, your relationship with them can be even better than it was before.
Now, let’s look at how to handle customer complaints. Good belgium email list 2.8 million contact leads customer service can turn dissatisfied customers into brand advocates and promoters.
Do you want to know how? Answer the following questions:
Why is it important to know how to manage customer complaints?
What are the main complaints of customers?
How to deal with dissatisfied customers and turn them into brand advocates?
What is the importance of having customers as brand advocates?
Keep reading and learn how to use your customers' complaints to your advantage!
Why is it important to know how to manage customer complaints?
Does your company get upset when it receives a complaint from a customer? Well, we understand this feeling, because complaints show that something did not go as we expected.
However, they are also opportunities to identify problems that might not have been noticed in internal assessments. It is precisely these customer complaints that help us understand what went wrong.
These can be specific problems that you need to monitor so that they don't become recurrent, for example, a traffic problem that delayed a delivery. But they can also be structural problems that require a review of processes, such as a lack of logistics planning. In these cases, they are opportunities to improve your company.
Furthermore, complaining customers allow you to regain their trust . Esteban Kolski, an expert in Customer Experience, identified in his surveys that only 1 in 26 dissatisfied customers complain. Among those who do not complain, 91% simply abandon the brand… And that is not what you want, right?
Dissatisfied customers are not lost customers. They can still change their minds, as long as you can resolve the problem with dedication and agility. A good service experience can transform the relationship with the brand .
But if the customer is ignored or neglected, that complaint that was made privately or in a restricted manner can grow to uncontrollable proportions. This can lead to an image crisis and much greater damage to the brand.
Therefore, it is important to know how to deal with customer complaints. You cannot ignore them or treat a dissatisfied customer poorly! Their complaint shows that you still have a chance to win them back, and even improve, your relationship with them.
Given this point of view, it is very important to know that, in order to have corporate financial control, the opinion of your client is extremely necessary, since he is the one who makes your business work.
