The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes. By hearing these problems and acting upon customer feedback you can improve your business and prevent similar complaints in the future.
Very often, though, dissatisfied customers don’t give voice to the complaints. Actually, a study by TARP Research as far back as 1999 uncovered the fact that for every 26 unhappy customers, only 1 will bother to make a formal complaint. The rest will either stay where they are disappointed or will silently take their business elsewhere. According to another research by 1st Financial Training services, 96% of unhappy customers don’t complain, 91% of those will simply leave and never come back. >>>
It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.
While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:
Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
66% of customers are most frustrated from interacting with employees who are rude or unfriendly.
Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments. >>>