Listening To Customer Complaints

Posted by Cindy on May 20, 2009

Every business has unhappy customers. Most people view complaining customers as a negative thing and something that can impact the success of  their business,  But more and more enlightened companies are discovering that there are many benefits to truly listening to what your customers say.  This usually takes the form of customer complaint management.

Being proactive in the realm of customer complaints and utilizing a complaints management system, means that you will continually be able to be ahead of the game rather than fighting from behind.  It is a valuable for of feedback for your business.  You can use this to improve the products and services that you offer.  In other words its part of quality management.

Many customers do not make complaints directly to you.  However they will tell their business acquaintances and friends which can result in damage to your reputation.  It’s in your best interest to listen to your customers; therefore being proactive in this field can be beneficial.

Some things to remember when dealing with an unhappy client.  Always remain professional when dealing with a complaint.  Try to help the customer by listening to what they have to say.  Try to really understand where they are coming from.  Show appropriate concern for their problem  and let them know how much you appreciate their point of view.  Enter the complaint in a complaint handling system or database.  Always apologize if your company is at fault and outline your solution to their problem and identify the time it will take.  Follow up with them at a later date to find out if they are satisfied with the solution.