Customer service is the cornerstone of any business. If your customers aren’t happy, then you don’t have any customers. Your employees should be trained on the best ways to resolve all different types of complaints or problems your customers could have. And, your employees need to know how important that customer resolution really is. In the past, one unresolved complaint could go unnoticed and not have a large effect. Now, one unresolved complaint can turn into an online rant that can reach all of your customers and potential customers.
Customers Require Resolution
When customers have problems with your company, their shopping experience, their purchase, etc., they want a resolution to it. In fact, they expect a resolution. No matter what, a customer wants to be satisfied with your company, and they will usually give you a chance to make it up to them if they aren’t satisfied right away. Without a resolution to their problem, customers will be unhappy with your company, and you could very well lose them as a customer for good. If you want to hang onto customers, you need to be able to resolve their problems.
Dissatisfied Customers Will Vent
It’s extremely important to resolve customers’ problems because dissatisfied customers will want to vent. When people are unhappy with the products or services they purchase, they usually don’t keep quiet about it, especially if they tried to get a resolution from the company itself and weren’t pleased with the response. Many dissatisfied customers will vent to a friend, family member, or coworker, and this alone is enough to make you lose another customer. Now, dissatisfied customers can go a step further; they can vent online, where they can share their experience with everyone and get your attention to remind you how dissatisfied they are.
Negative Reviews Matter – A Lot
It’s no secret that negative reviews can make a huge difference in the success of a company. If a restaurant has a few bad reviews on Yelp, they could go out of business, and that’s not an exaggeration. When you resolve your customers’ problems, you can catch negative reviews before they even start. At the very least, if a customer still wants to complain online, they will hopefully include the fact that your company did do something to resolve the issue. People don’t want to give their business to companies that don’t do everything they can in the way of customer service. Mistakes or issues are forgivable, as long as you address them properly.
Make sure all of your employees – even those that don’t typically interact with customers or address their complaints – know proper ways to resolve customers’ complaints. Hold regular training sessions, and be sure to monitor and assess the way your employees handle complaints. The best way to prevent negative reviews from appearing online is to make sure there is nothing negative anyone can say about the way you treat your customers or handle your business.
Joshua Reynolds is an expert reviews tracker and avid blogger. He is currently teaching others about proper online reviews management and customer service.