I ran across this message and liked it (by wuqi256):
They taught me that “Customers who complain are the best customers, it shows that they have still residual faith and goodwill in the organisation hence we should sift out those frivolous complains from those genuine ones that need our urgent attention” These are people who we can and should do a lot for as a complaining customer still has a very high chance of becoming a “returning” customer.
The customers that we fear for the most are those that either have voiced out or not heard or those who have given up and moved on to another organisation. Those we can no longer do much for as they no longer give us a chance. Discontentment is one thing but find the root cause, remove the straw from the cauldron and the water will stop boiling.
I know I often don’t bother voicing my concerns when I have given up all hope the organization has any interest in customer service. Sadly this is a fairly common situation.
It isn’t easy to do, but organizations that are customer focused need to be taking advantage of those customers helping you by expressing the frustration (that many of your customers experience, but don’t express). To do so organizations need to develop a culture where everyone is encouraged to improve your processes. The tricky part is not claiming that is what you want, but actually creating and maintaining the systems that bring that about.
Related: The Problem is Likely Not the Person Pointing Out The Problem – Customer Service is Important – Customers Get Dissed and Tell
Thankfully with social media, complaining has never been easier, so you can get that invaluable feedback faster and in more detail than ever before.
What’s alarming however that there are still a large number of companies that don’t respond to complaints made on social media. It really is baffling.