Hmmm, let’s think about that for a moment. Ignoring the customers generally...
...Increases customer frustration --> Motivates customer to escalate situation
...Sparks negative word-of-mouth reviews --> Damaged reputation to the brand
...Provides opening for competitors --> Loss of market share & sales
Refusing to face upset customers in person (“the manager is busy right now...), not returning phone calls and leaving emails unanswered only adds fuel to a smouldering fire. Do we have time to deal with the aftermath? Can we afford to ignore the customer?
Handling customers concerns quickly and to their satisfaction can...
...Increases customer satisfaction --> Increase repeat customers
...Sparks positive word-of-mouth reviews --> Strengthens brand reputation
...Reduces competitor threat --> Gain market share & increased sales
Some of the most loyal customers are the result of turning service failures into satisfactory outcomes. Listening to customers, understanding their needs and viewing concerns is an opportunity to improve your service system. Customers can become champions for your business especially if you have gone above and beyond their expectations. Respond, respect and learn from your customers!
Service Essentials customer service workshops focus on handling customer concerns effectively to maximize the business opportunity of recovering from service failures.