Make the Most of your Complaint
October 19th, 2007 at 11:03 pm (Uncategorized, How to Complain Properly)
You do not have to consider consumer complaints as something irritating and annoying. All the medals have two sides, so let us just look at the other side. The truth is that with the help of complaints and consumer complaint letters you can win a lot. You can turn them to your own advantage. Because actually any consumer complaint is an economical and effective way to improve your products or services, employees and business practice.
Pissed consumer can do you good. Usually people are calling your company client service number not just because they are lonely and they need to talk to somebody. If they are doing this, it means that there is some trouble. And these troubles strictly split into two groups: their own trouble and your trouble or trouble with your goods or services. Of course, it is much easier for your employee to be rude on the phone, to give the customer a run around and forget about this. But there should be another policy in your company, from which you can benefit. The client service representatives should be very polite to understand what actually has happened and how to fix it. Because then a complaining consumer or a complaint letter can show you, what has to be done to make the quality of your goods better. And the better the quality, the higher the sales.
Proper handling of complaint is your best advertising. If the pissed consumer encounters good attitude, and his complaint is viewed and at least replied, then the possibility that he or she would stay you customer increases right away. The customer can understand that he is not neglected, he is being worked with. And that favors the creation of good friendly relations with the consumer. And then the word is spread and it is most likely that he or she would tell about this case to friends, relatives, colleagues. And maybe even recommend you. And what is better for a company than good feedback of the customers?