22
Jul
Dealing With Customer Complaints
Statistics vary, but for every customer who makes a complaint,
you are likely to have between twenty and thirty dissatisfied
customers who say nothing. Or at least, they say nothing to you,
but they're happy to tell other people.
In fact, customers are likely to tell between eight and ten
people when they are dissatisfied … and each of these is
likely to pass the word on to several others.
There is a positive side to complaints however: they can be used
to improve your business processes AND even cement customer
loyalty.
Complaints are a valuable resource. They provide low-cost
feedback and if you handle customer complaints well, you can
confirm customer loyalty. Good complaint resolution can actually
assist in turning even customers who have a complaint into
long-term clients who will recommend your business to others.
We can show you how to handle complaints effectively and use
them to actually improve product quality and customer focus by the
team.
Contact John Clarke on 01992 444466 (or
johnc@hbaccountants.co.uk) for a free initial consultation.
back to top