Y_Unite4_Lesson-2

Nowadays, customers share their experiences through social media. They may or may not share positive customer experiences which may lead to the improvement or failure of a business. Failure to provide a positive customer experience results in more complaints. In a research study, only 1 out of 25 customers who had bad customer experiences will give direct complaints. Some just decide to discontinue their transactions. However, those whose complaints were attended immediately often remain as loyal customers.

On a positive note, a complaint is a good way to know the problems in a business. By being aware of the problems, businesses can improve their processes and prevent future complaints. When a customer makes a complaint, it should be verified first before solving it. Checking the history, pattern, and records of the complaints are important for complaint analysis. For example, payment complaints can be used to improve the payment process of a business. By knowing the cause of the complaint through the feedback, a solution for the payment problem can be worked on. To handle complaints effectively, business owners should take time to listen and understand their customers first. Second, admitting mistakes, apologizing, and a promise to solve the problem should also be done. Next, find an immediate solution to avoid repeating mistakes. After that, a follow-up is necessary to check their satisfaction on the solution and to show that their feedback is important. Lastly, working beyond the customers’ expectation plays a big role in maintaining the customers’ loyalty by leaving a positive mark on the customers’ impression about the business.

In conclusion, effective handling of complaints can help businesses produce more loyal customers and have a better customer service quality.