In 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.