Why encourage customers to complain

Customer complaints can also reveal breaks in communication between a corporation and its customers. Complaints can also help companies identify any outdated or erroneous information that is being made available to customers. By examining customer complaints, businesses can improve customer service training.

Companies can also use complaints to examine how customer feedback is handled on an organizational level, and whether it gets passed through the appropriate channels and into the right hands. So how can you make sure that your company puts customer complaints to good use?

Here are some simple but effective tips:. To best make use customer complaints, start by making sure that all complaints are being handled professionally.

Encourage your team to do the following:. Resolve — With all the facts about the issue and your empathy in hand, provide the customer with a quality solution to the problem. Make sure that your representatives know when and how to pass the issue along to management should they need to.

Foster an environment of understanding of and appreciation for the complaining customer within your contact center or business. Let your team know that complaining customers are not against you; enforce this in training by sharing success stories of complaining customers and by engaging in training activities that cultivate empathy. Establish a procedure for forwarding important and reoccurring complaints to the appropriate department i. Create an accountability system so that all parties do their part in making sure that critical complaints are acted upon.

Encourage It! Encourage customers to complain by making it easy for them to get in touch with representatives. Create a designated space for customers to express their complaints, and contribute their ideas for solutions. For example, Comm has a feedback forum where customers can state problems, make requests, post ideas, and more. The content on this forum then goes to improving the product and developing new features.

Use Social Listening Not all complaints about your company will be made directly to you. Use social listening to learn what other complaining customers have to say about your brand. You can use this feedback to make changes, or you can jump into the conversation and offer your assistance. Conclusion Customer complaints are a lot of things. In the end, they are just like every other life experience that comes flying at us: we can choose to deal with them or we can choose to grow from them.

The more you choose to use customer complaints as fuel for growth — and the more systems you put in place to sustain that commitment — the better the results will be for your company, your customers, and your team. For information on how to minimize customer complaints by improving customer satisfaction, check out our blog post, One and Done: How to Optimize Your First Contact Resolution Rate. Complaining customers are merely one type of difficult customers. Download this eBook to learn more on how to prevent, deal with, and follow up on difficult customers.

As a bonus, this content will be crammed with the search terms and keywords consumers themselves use when discussing your product or service, making them even easier to discover for others searching for information.

Reviews help you learn from your mistakes. There are a number of ways in which bad reviews can actually help your business. Notable among them is that bad reviews provide insight into what's not working with your product or service so that you can fix problems. Acknowledging this in the reviews section, then highlighting that a change was made in response to customer feedback, shows that you care about what customers think and are always trying to create a better experience for them.

Reviews give you a public opportunity to get it right the second time. Okay, maybe you really screwed up: A customers' dinner was a disaster. You ran out of roses right before Valentine's Day. Or a big storm trashed your pristine beach before a couple's destination wedding.

Responding quickly, in a caring and constructive way, shows that even on your worst day, your customer service is the best. Remember: Most consumers will do business with a company again after a negative experience if their customer service issue is resolved favorably. The fact is that consumers will comment and review your products online, whether you want them to or not. Interacting with them where they are, such as on popular review sites or social media platforms or popular ecommerce sites is important.

It is also a good idea to apologize. Like it or not, customers complain when their expectations have not been met. Try these 7 proven steps to respond to customer complaints and turn an uncomfortable situation into something constructive for customers and your business.

For more advanced tips and real case examples, check out our in-depth blog post about responding to negative feedback. There are many ways about collecting customer feedback. One of the most common and effective uses is surveys. Similar to feedback forms sent to your clients via email, this method allows you to decide what questions to ask your customers based on your goals. Using social media for gathering feedback is another popular approach.

According to Foundr , not only social media can be a great place for advertising and selling your product, but it is also great for measuring metrics and understanding customer needs.

They are more likely to leave candid reviews on social network platforms where they have an audience. You can also learn a lot by checking the website analytics, for instance, what pages are most visited, where users spend more time, details about failed searches, so you can find what information needs to be added. Even though it may not seem like this at a first glance, customer complaints are a blessing in disguise.

With the right approach, you will be able to use them to your advantage and take your business to a new level.

You can follow or tweet him stewydunlop. Any question you send to your users through emails can be called email surveys. So even if you….

Redesigning a website is a popular means to improve conversion rates. Your goal is to make the website…. Website surveys give you the best possibility of collecting feedback from your users. But how to use them…. By submitting your email you agree to our Privacy Policy. Table of contents What is Customer Complaints?

Why Collecting Customer Feedback is Important? What is Customer Complaints?