We often think of complaints as bad things. Complaining customers can cause stress and grief for staff and managers. Staff dread having to deal with a customer complaint. However, we need to see these complaints as opportunities, rather than things to be dreaded. I know it will not be easy, but once our perspective is changed, it can really make our life less stressful and be good for business.
Its all a matter of our how you view the complaint process. We all know most customers will not actually take the time to complain to the business. Customers will simply stop coming to that business, which is not good for customer retention. Look at customer complaints as a chance to get valuable feedback from customers. The main issue is that if you have a customer complaint, this is a chance to improve your company and make a customer smile. When customers complain, they tell us valuable information about the company. This information can help us improve the business for that customer and many others. Also if you can solve the customer complaint, that will create a loyal customer.
Customer conflicts can be tough on staff, so proper training needs to be provided. Effective conflict resolution skills would need to be taught. Once the staff have the proper tools to solve conflicts, they will be more confident and have less stress. It will take time for all staff to be trained and monitored in the new complaint resolution process, but it will very good for business. We also need to reward staff for proper complaint resolutions. It should be a key metric for staff performance reviews. This metric should be just as important as attendance, and other key metrics. A business might want to look into giving staff bonuses based on how well they solve customer complaints. This could boost staff motivation to solve customer issues and the staff might not dread the complaining customer.
Proper complaint resolution will be great for customer retention and great for business.
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