How to turn an unhappy customer into a fan…
More than half of people now complain all or most of the time if they are unhappy with a product – an increase of 18% in 5 years. Complaining has become so prevalent, that two thirds of people now believe that we are better at it than before. But it is age over youth and inexperience, which increases the chances of making a complaint according to this year’s National Complaints Culture Survey (NCCS). Two thirds of those over 50 complain all or most of the time if they are dissatisfied, while the under 21s are the least likely to complain.” – BBC News 2006.
Giving feedback constructively is the best way to help businesses to make changes, to ensure they are at their best all the time. By analysing your customer complaint and feedback data you will:
- Understand their issues and needs
- Identify and remedy the root causes of poor service delivery
- Improve service and product performance
- Influence customer loyalty and satisfaction
- Identify gaps in your customer experience
So, once you have received that feedback, make sure you first acknowledge your customer and thank him for his time to give you that feedback, your customers will expect:
- Adequacy/fairness of the outcome: both the problem solution and fairness of any compensation
- Access: ease of finding a competent contact person
- Friendliness: politeness, courtesy, communication style
- Empathy: willingness to take the customer’s perspective, including understanding the customer’s annoyance
- Personalised approach: remember for them, their issue is the most important make them feel that way
- A solution focused: visible positive effort to solve the problem
- Active communication: including notification about procedures, delays and decisions
- Reliability: keeping promises
- Speed of response: reaction to complaint and resolution
Feedbacks are a valuable source of improving your service and reputation. Handled promptly and efficiently can save time and money and will prevent a feedback from escalating unnecessarily to a formal complaint, it will also and moreso turn your unhappy customer into a fan who will become so loyal to you and your brand. They will return to you, buy again from you and recommend you to their friends and family.
If you’re interested to hear more on how to deliver exceptional customer service or join our global network of customer experience experts and run your own Mystery Shopping and Customer Experience Franchise Business, we’ll be on a stand 19 at Mum’s Enterprise Manchester on the 20th June 2018 or come and watch my talk starting: 11.15am-11.45am - Workshop Room 1
You can find details about the Mystery Shopping and Customer Experience Franchise opportunity click here: https://busyqueenbee.com/franchise-opportunity-mystery-shopping-customer-experience-global/
Claire Boscq-Scott, The Busy Queen Bee
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