Customer Service Myths

Customer-Service-Myths-700In the current Internet-driven world, customers are more powerful than ever. When customers have a positive experience, they share it with their friends and family. This leads to new business. But what happens when customers don’t have a positive experience? They complain.

While customer complaints highlight a problem, listening to these problems can help a business owner to improve.

Understanding Customer Service Myths

Myth 1: Fewer Complaints Means Customers Are Enjoying Services

Fact: No news isn’t always good news. Fewer complaints may also mean a large number of silent unhappy clients. In fact, 70 to 90% of unsatisfied customers won’t voice their complaints before they leave a business.

Tip: Track and research complaints vigorously. When complaints go down, check whether accessibility has been reduced. Interact more with customers to determine the real number of problems and make improvements.

Myth 2: More Complaints Means Lower Profits

Fact: Few business owners are serious about this issue. Most of them want to determine the main problem to reduce the high number of complaint calls. However, a high number of calls may not always harm profits.

Tip: Business owners should view customer complaints as an opportunity to improve their products and services. They can only do this by listening to complaints and feedback.

For a business to achieve brand loyalty, it has to focus on the right customer service metrics. Check out this infographic from the folks at Salesforce to learn more customer service myths.


About Mike Gingerich

Author: Mike Gingerich, President of Digital Hill & TabSite Marketer and Consultant. Part geek, part marketer, part strategist, total distance running junkie. Mike is an author and speaker, having presented at Social Media Week Lima, Social Media Camp (Canada) and more. He writes a tech column, podcasts, and shares about social media and business strategies at Mike is a marketing, social media, and business startup enthusiast with 10+ years experience building apps, consulting, and training businesses with winning integrated strategies. Mike loves deploying tactics to increase awareness, sales, and maximize ROI in both B2B and B2C markets via digital media.