Because a complaining customer is providing a company with an invaluable service. In a stroke they are giving valuable feedback, quality control information and are more often than not, giving you a chance to put a problem right.
The best customer is one who is completely satisfied.
The next best customer is dissatisfied and complains.
The worst customer is the one who is dissatisfied and doesn’t complain.
This last example represents a lost customer. They will not give any feedback and not allow you to put the problem right. They will simply walk away and look for a better supplier of their product. Contrary to how it may feel to be the recipient of a customer complaint, it is a wonderful opportunity if embraced with commitment and integrity. You can turn customer complaints into valuable assets. Customers who take the time to complain are also taking the time to tell you what went wrong with your process, your product or your communication. If you can fix the problem for one complaining customer it may help many other customers, including the ones who never contacted you.
International trainer Mr. John Boe is scheduled present the GLOMACS training on “Measuring and Managing Customer Satisfaction” in Dubai from 16-20 April 2017
On this training, John will elaborate more on what to measure and how to measure it in order to deliver the outputs the customer wants.
John Boe is a Senior Associate Consultant with GLOMACS and an internationally recognized authority on Customer Service, Leadership, Body Language and Temperament Styles. His motivational and sales training articles have been read by millions of people worldwide and translated into over a dozen languages. He has written and produced several highly acclaimed and successful audio and video training programs. John coauthored the book Mission Possible with Dr. Stephen Covey. SalesDog.com named John to their list of America’s Top 50 Sales Trainers and Customer Service Experts.