ARE CUSTOMER COMPLAINTS GOOD NEWS FOR YOUR BUSINESS? By Heide Dangelo
Yes, it is good news for your business. Have you noticed when things go wrong, your customers will complain? And it makes you want to deny it,
HEIDE DANGELO
however, the complaint would be good for you to help you to find the
AU T H O R , S P E AK E R , T V HOST, PUBLI SHER , MENTOR
solution. Here are 10 ways customer complaints can benefit you and your company, it can help...
your staff members to read – Heide Dangelo is one of the inspirational
1. Improve Customer Communication
with your replies, improve- consultants, business thought-leaders and ments and recovery action on the topic of achieving superior human
· Complaints from customers can help to point out important information that could be in error, lacking, out of date, a need to update, or missing. 2. Identify Areas for Improvement · Customer complaints can help to identify workers who need closer supervision, more training, or a refresher course. · Customer complaints usually help to highlight important areas where
your product or services needs improvement, either your planning system or services needs updating or upgrading.
speakers and most influential educators,
steps. · Customer complaints help to give you valuable content and an insightful case for your service programs. 7. Find New Opportunities for Your Business
communication. Heide is Founder of Influential People Magazine, International Fitness Fashion Magazine, Influential Doctors Magazine, Influential People Media Group, Influential People TV show (coming soon) and Undercover Investor Show (coming soon). She is author of several books and the bestselling pocket-sized guidebook Statements of Power and is ranked #1 Human Communicator Guru in the world.
· Sometimes through the complaints from the custom-
· Customer complaints can help you monitor service levels and con-
ers can give your business more opportunities to increase the value,
sistency between shifts, departments, locations, and teams.
revenue, operation cost, and solving more problems with ease.
3. Keep Management Informed:
8. Obtain More Information in the Competitive Market
· Customer complaints often elevate important complaints that will
· Customer comments and complaints can provide you with valuable
need top management to service them, at the same time they learn
competitive intelligence, letting you know what others are doing that
more service issues that are important to your customers.
you are not ding yet.
4. Identify Policies and Procedures That Needs Improvement
9. Understand Your Customers Better
· Customer complaints can help you to identify which policies and proce-
· When customers complain, you learn which customers are willing to
dures are not working or not needed or not clear.
speak up. These customers can (and should) be invited to participate in
5. Give More Insights to Uplift Your Services Culture
customer focus groups, surveys, panels, beta-tests, on-site visits, and
· Sharing customer complaints within the company to educate everyone
other research activities.
to understand what your customers experienced, expect and wants.
10. Build Customer Loyalty
· Keeping up with records more frequently to review customer com-
· Most upset customers simply walk away and then complain about you
plaints helps you and your team to focus on the company priorities and
to their friends, colleagues, acquaintances and family members. Those
budget.
who complain are giving you another chance!
· Complaints can act as trigger to take new action and make a catalyst
· Customer complaints provide an opportunity to reply, respond and win
positive change within the company.
back customer loyalty.
~Heide Dangelo
· Complaints prevent complacency. New problems keep humility high and teammates on their toes. 6. Improve Education for Your Service · Customer complaints can also provide rich information to publish for
14 INFLUENTIAL PEOPLE MAGAZINE
InfluencerHeideDangelo @AngelHeide Heide Hargreaves Heide Dangelo Influential People Magazine www.influentialpeoplemagazine.com
