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Laws of Complaints as Sources of Remarkable Customer Insights
K. Chesterton once said: It’s not that they can’t find the solution, they can’t find the problem. Does your business focus on laws of complaints and the problems behind them?
Customer complaints are an incredibly important part of customer insights and therefore the overall service experience you deliver. Here we will discuss ways to take full advantage of the information in customer complaints. But first, an important question for you:
Have you ever turned a customer complaint into a future opportunity, or better yet, a customer advocate? It can be really rewarding, yes?
Often, a negative experience that a customer has with your business can be salvaged and turned into an opportunity to win them over for life. But handled poorly, and you could lose customers for life. This is such an important element of customer service. It is one that we use as a critical element of our customer service workshops.
We use it to show the power we all have to give our customers a memorable experience. Here are some simple recommendations I use in the workshop to help people handle customer complaints. If you and your staff follow these rules, you can turn unhappy customers into loyal cheerleaders for your business.
