Customer Support Secrets - Value Complaints

In my first post on Secret to great customer support, I mentioned that every interaction with a customer is an opportunity to create a great experience working with you. If customers receive positive customer experience, they will intend share with family and friends which will, in turn, lead to more people using your service.

If they are not happy with the service, they will complain. In as much as you enjoy their praises while they enjoy the experience, you will also need to take them serious when they complain. As a matter of fact, very few customers really take the time to complain directly to you. There may be a number of them facing the same issue who will not see a need to complain, hence you have to value those who reach out to complain to you.

In the last few years handling customers, I have come to realise that customers whose complaints are handled quickly become very loyal, trust your service and further become advocates of your brand.

When customers complain, take the time to understand what their problem is regardless of the field you serve in.

Apologise and acknowledge their complaints. For some very unhappy customers, it's advisable to compensate them. If you run an eatery, for instance, you can deliver their next lunch for free, give a freebie if you run a business. There is always something for everyone. I bet the troskis should also give us free rides often. Or what do you think? Lol

Now you will need to find a solution to the complaint, a lasting one or a temporary one. Whichever one it is, as soon as you find a solution as a team, you will need to follow up with the customer(s) who were involved. Find out if they are satisfied with the solution.

Personally, I value customer complaints because it gives us the opportunity to improve!

Why not share with me about how you treat customer complaints. I will love to read from you.

Yours Truly,

Ese

Customer Support Associate,

DreamOval Limited