For any business, customer complaints are one of the most stressful and difficult things to deal with. It’s tempting to ignore them completely, or at the very least become defensive over your brand or product. However, the trouble with this is both of these options can lead to the dreaded negative review. These days, just […]
Complaints
Be a Customer Complaint Hero with These 9 Steps
Some people perceive customer complaints as a pain in the butt. I suggest they take a 180° turn on this attitude. Customer complaints are gifts! (Yes, you read that right.) Although most customers will not take the time to voice their discontent, the ones who do can give you opportunities to investigate and identify where […]
4 Reasons to Love Complaints
We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening. As much as this type of person may annoy you personally, small business owners should love the complainer. In fact, embracing […]
Do You Make Excuses When Customers Complain?
What do you do when customers complain? Do you listen? Do you try explaining or rationalizing your responses? One thing we can agree on from the top. When you serve customers, it’s not always easy to manage complaints. There’s a fine line between explaining and crossing over into the excuse realm. And, I’ve got a bad customer […]
7 Ways to Avoid Online False Advertising Claims
A lot of business owners don’t realize that advertising is regulated by both the federal and state governments. Any advertising that deceives or misleads can be considered unlawful. Even if you didn’t intend for the ad to be misleading, you may still have legal problems – intention doesn’t matter, in the end. In order to […]
Elephants and Customers Never Forget
According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren’t the only ones who never forget! Customers are right there with them, especially if it has to do with a BAD experience! After defining good and bad customer service experiences (referenced in previous […]
Why It’s Important to Engage Angry Customers on Twitter
Haven’t you ever tweeted about a poor customer experience, product, or service? I know I have. There’s something cathartic about sharing it in the Twittersphere. Well, now there’s a new study that shows how important it is for businesses and organizations to respond to complaints and angry Tweeps. It will affect your bottom line! Twitter released […]
7 Tips to Deal with Unhappy Customers and Improve Customer Experience
No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a […]
4 Reasons to Love Complaints
We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening.
6 Golden Rules for Handling Customer Complaints
Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a positive thing. You can’t always meet every customer’s expectations.
