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Five Tips to Turn Customer Complaints into Productive Communication
Posted by Jessica Edmondson
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Fielding complaints is often considered the most difficult and least enjoyable part of a career in the customer service industry. However, in their 2005 book Complaint Management: The Heart of CRM, Bernd Stauss and Wolfgang Seidel assert that it is also the most important element for any successful business. The authors found that effectively handling complaints doesn't just keep a company from losing customers; it actually builds happier, more loyal customers. In short, someone who lodges a complaint and walks away satisfied becomes a better customer than those people who keep their gripes to themselves.
Dealing with a fired-up, dissatisfied customer doesn't have to be a nightmare. In fact, when handled with skill and understanding, these interactions can be rewarding experiences, both personally and professionally. Keep the following five tips in mind the next time you are face-to-face, or ear-to-ear, with a patron looking to give you a piece of his/her mind.
Read the entire Jessica Edmondson article
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