Customer reviews bear the most ardent and honest opinion of your clients. The complaints that customers relay to the business tell a lot about the overall score of the business. Therefore, any business seeking to perform well knows the importance of monitoring customer complaints.
Here are some reasons why;
Formulation of New, Better Policies
A customer who shares their disappointment with the business wants the business to reflect on how they could have done better. Good intentions can always be visualized at the base of the complaint. The appropriate step for the company is to pick the complaint and make good use of it. Keeping track of customer complaints can form an excellent basis to make administrative business policies that will propagate the performance. The business formulates these ideas based on customer complaints, seeking to prioritize customer satisfaction. The guidelines eventually boost the business performance.
Note Areas of Service Improvement
The clients’ complaints also form an excellent foundation to build a new front on service delivery. The majority of customer complaints are usually based on the service that they receive, which in most cases is dissatisfactory. Keeping keen interest in these complaints can highlight the loopholes in service delivery where the business needs to do better. New business rules to improve these areas can thus be formulated to address customer complaints. Implementation of such will lead to better business performance. The customers are best placed to note where the business is performing dismally.
Boosting of Client Communication
One of the essential elements of a communication process is feedback. In business, the communication channel is initiated by the customer leaving the complaint on the business’s website. The track is completed when the business responds and acts towards the complaint. The subtle act of responding to the customer makes them and others feel like part of the business. They feel like partakers of the business. This simple act gives them the morale to keep engaging the business more and improve the communication. The importance of customer communication in business cannot be overemphasized. Additionally, studies show that customers are more willing to forgive a company if they offer an apology rather than a compensation. In the study, 45% of customers withdrew their complaint after an apology compared to 23% of those who did after receiving compensation.
Enhancement of Service Tutelage
Customer complaints are loaded with a lot of ideas regarding the service education that a business has to offer. The customers can feel when the business is not doing proper service edification or when vital aspects of training have been left out. The customers then will post their complaints online for the business to act on them. Businesses that heed these complaints eventually do very well in the market. Policies on service education by the business can be formulated to augment the outreach.
Customer complaints form a base, a foundation that a new business can major on in the venture to get through in the market. From the formulation of favorable policies to customer service training, there are many positives that a business can take. All that’s needed is a keen eye to monitor the complaints.
Christine James believes that every customer has a voice. She is the Community Manager at HissingKitty.com (a customer complaints website) and loves talking to customers on social media about their challenges with Fortune 500 companies. Her work has been published on Huffington Post, Inc., SocialMediaToday, and Thought Catalog. Follow her on Twitter @hissingkittycom.