When someone complains about his or her experience with your business, you should know how to look at those complaints and how to handle them. If they are not satisfied with your product or service, do you encourage your customers to complain? Do you have any type of procedure to handle complaints? Do you have any idea of the value of complaints?
When a customer tells you something is wrong it’s important to sit up and take notice. A customer complaint may be the first indication of an underlying problem. Moreover, it may have been experienced by others who, rather than complain, simply took their custom elsewhere.
How you respond to complaints is an indication of how much a company truly values its customers. If you handle the complaint experience properly, it is a positive one for the customer then a company’s reputation can be enhanced. Nevertheless if the customer is dissatisfied this will result in a loss of business and a damaged reputation.
Consider are opportunities to improve your product or service. That is why the complaint handling process should be an integral part of your business operation. It not only protects customer relations and avoids crisis management, the information collected is important data and can be used to identify and help tackle problems.
To learn how to effectively handle customer complaints, read this article: https://www.smallbusiness.wa.gov.au/business-topics/avoid-and-manage-disputes/how-to-effectively-handle-customer-complaints