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Hit The Jackpot With Customer Complaints


Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why...

Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don't feel comfortable letting you know. What happens to the 49 unhappy customers who don't complain? Besides griping to 11 friends and family members, they'll just change products or places of business.

Complaining Customers Are A Bonus

Let's forget about the fact that complaining customers aren't always polite or fun to deal with. What's really happening when they let you know that you didn't meet their expectations?

1. They are giving you the opportunity to fix the problem and keep them as customers.

2. Let you in on problems that may have turned 49 other customers away.

Encourage Complaints

Yeah, I know... I dread them too, but they are tools for growing your business. How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by...

1. Offering a toll-free complaint hotline.

2. Make customer satisfaction surveys available.

3. Send follow up postcards after the purchase.

4. Make a place on your Website for customer complaints.

The Unhappy Customer's Options

An unhappy customer can do one of four things:

1. Keep silent

2. File a lawsuit or report you to an government agency

3. Give you bad word-of-mouth advertising

4. Complain to you

Remember that your customers and clients know your businesses strengths and weaknesses much better than you do! They have first-hand experience to make their judgment from. When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And don't forget... an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer. Yeah, customer complaints pay off in the long run.

Copyright 2005 Cutts Group, llc

Who is Allyn Cutts, and why should you care?Allyn has spent over 24 years helping businesses like yours find new customers and increase sales to current customers. Allyn is a marketing and sales fanatic, providing measurable marketing solutions that drive huge results for small-to mid-size business clients. Allyn works personally with clients to design and deliver off-line and on-line direct marketing strategies that focus on metrics and measurable results. You can learn more about Allyn Cutts at http://www.AllynCutts.com and you can call 610.437.4106 between 10 AM and 4 PM Eastern Time Tuesdays and Thursdays.


MORE RESOURCES:

Customer Service - Google News

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Letter: 'Customer service' often lacking service part - The Ledger


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Letter: 'Customer service' often lacking service part
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We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

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Travel Network Group recognised for customer service 'excellence' - TTG


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Speaking at the consortium's annual overseas conference in Monaco, Jo Causon, chief executive of the Institute of Customer Service awarded TTNG the organisation's ServiceMark, a recognition “of achievement in customer service, and a company's ...
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The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


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Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


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Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


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The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


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Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


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Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


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Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


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Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

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