And then tell the customer EXACTLY what you did to ensure that they are happy in the end.įinally, tell your customer about how you will their experience with your business better in the future. If your customer was confused about something most people understand, apologize that the experience wasn’t more intuitive.
If you made a legitimate error, say sorry. Next, take ownership of anything your business messed up or could have done better. If it was a lengthy rant, try to address the main (or rational) points. If the complaint came via a brief or mid-sized message, respond to each point. If you are going to respond to a complaint, it’s important to be very specific.įirst, actually address each portion of the customer’s complaint. You may have noticed a theme here, and that theme is specificity.Ĭustomers don’t want a vague non-response that insults their intelligence.
The key phrase here is “successfully resolve”, and that’s what we’ll be covering in the next section.
#CALM RADIO CUSTOMER SERVICE HOW TO#
When customers complain, they are actively teaching you how to improve your product.Īdditionally, when you successfully resolve a customer complaint, their odds of doing business with you again actually increase compared to if they had never made a complaint in the first place. In other words, complaints give us insight into potentially pervasive problems that are bothering a large segment of our customer base. So if our goal is retention, why are complaints so valuable? In short, customer complaints are a gold mine of valuable data that help us understand our customer base and improve retention.įor every customer who complains, 26 others remain silent. It’s six times easier to sell to existing customers versus new customers.It’s seven times more expensive to acquire a new customer versus retaining an existing one.Repeat customers are worth up to 10 times the value of their initial purchase.Why Customer Complaints Are Retention GoldĬustomer retention is the top priority for any business wishing to achieve long-term success.
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