When a company experiences a sudden surge in customer complaints , they often bring in a professional consultant to help them deal with the problem. Of course, a consult can be quite expensive and many small businesses simply cannot afford their services. In this article we are going to focus on simple solutions to customer complaints. To begin with, a company should always take a complaint seriously. That is rule one, two, and three. After all, if a customer takes time out of his busy day to call you and complain that probably means he is plenty peeved. It may also mean that he is not the only one. In fact, for every customer that actually calls, you should assume that there are another nine that simply did not have the time. That is the tip of the iceberg theory of customer complaint estimates. What next? Do not dawdle or employ dilatory tactics. Instead, deal with the issue as quickly as possible. More often than not, this means offering a full refund or a replacement product. Why the tremendous concern? Okay, you got us. No, it is not out of altruism. After all, a company is in business to make money, and the fewer refunds and returns the better. But today the customer is no longer a helpless victim. He actually has the ability to hurt a company on the internet. Yes, it is true. Shoppers actually do consult customer review sites before they buy. And if a customer sees a number of bad reviews from unsatisfied customers, he is much less likely to order anything. That is why it behooves you to deal with the problem as expeditiously as possible.
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