How can feedback from dissatisfied customers help improve your business?

How do you handle yourself critically? As a business, feedback is a crucial part of your daily transactions. Good reviews lead to word-of-mouth advertising, while complaints mean potential customer loss. In fact, every disgruntled customer of yours is obligated to tell at least three others about their experience. Claims management is an art that you must learn.

When you run a business, what matters most is what you do with feedback. You must not only be patient but also discreet when handling complaints on behalf of an organization. Winning over customers who have given you negative feedback can seem difficult. However, often what is missing is the effort. Pay attention to each customer complaint you’ve received to make sure you don’t repeat the same mistakes, and 85% of the time, even resolve the issues. The repair of the problem must come from the beginning, before the damage is done.

The customer feedback problem

Remember, if the customer wasn’t interested, why would they bother to spend time evaluating your business? A customer raises a problem only when he cares about his business and expects you to provide better services. Often, the client does not want to leave you because your company offers something that others do not. The only thing missing is a proper point of contact, a place where the customer believes that their complaints are really being heard.

How do customers give feedback?

A recent study shows customer feedback trends and their impact on a business. Research states that 96 percent of customers do not complain because they think it is a wasted effort. Sometimes they have no idea who they should approach. Additionally, on average for every complaint received, there are another 26 customers with the same issues, with at least 6 needing immediate attention. More than 65 percent of customers are dissatisfied but don’t complain and will never use your company’s services again.

asking the questions

Customer complaints are ways you can determine how well the world has perceived your business. It is important that you take customer feedback in the most effective way and set up a dedicated customer management system to deal with the issues that have been flagged. Do not run. Ask the right questions so that critical problems can be nipped in the bud as quickly as possible. Here are some questions you may possibly ask:

• What went wrong?
• What were your expectations of the product or service?
• What were the positive aspects?
• What can be done to improve the service?

What to do with customer complaints?

Listening is the first stage. But then what can you do with the customer complaints you’ve received? If you are looking for a sustainable business, it is important that you find ways around the problem. Here’s what you can do to fix things:

• Listen to what the customer is saying and understand what they really expect from you.
• Understand the issues your customers have faced and apologize without arguing in support of your business.
• Fix the problem as soon as possible and inform the customer.
• Follow up with the client and keep them interested in new releases.

By implementing a highly efficient complaint management system and exceeding their expectations every time, you will be able to win loyal customers. Building brand and customer loyalty is easy if you know what to do.