Better Manage Customer Complaints to Improve Customer Loyalty
Did you know that the majority of customers (some report up to 95%) who receive timely satisfaction after lodging a complaint will come back to purchase again? These are customers you want to recapture…not only because they are future buyers but also because you don’t want them spreading any word of dissatisfaction.
Dissatisfied Customers Hurt Business
Research has shown that a typical dissatisfied customer will tell eight to ten people about his problem. One in five will tell twenty. It takes twelve positive service incidents to make up for one negative incident.
How to Better Manage Customer Complaints
Managing customer complaints then becomes a critical part of your customer care training programs and culture. Do you even have a process for handling different complaints? If not, design one. If so, be sure that it encompasses the following:
A clearly articulated procedure for complaints that your customer service reps can follow and explain to customers.
Regular evaluation and revision of the process to see that no complaints are being ignored or mishandled.
Quick customer problem resolution.
After-the-fact check-ins to ensure that the customer has been satisfied and the complaint resolved
5. Reward and Recognition
Reinforced appreciation for customer care team members when they successfully turn an unhappy customer into a loyal one
The Bottom Line
Prompt, courteous attention to complaining customers can transform them into returning and dedicated customers.
To learn more about how to better manage customer complaints to improve customer loyalty, download Moving Customers from Loyalists to Advocates
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What a personal and professional pleasure it has been to Partner with LSA. They are truly a strategic partner with Wyse. For more than 5 years, LSA has been engaged in delivering various training and development solutions for Wyse, from custom on-site programs targeting specific core competencies, to working individually with clients to build job skills, and offering invaluable services to me and my team as we continue to build our learning programs. LSA’s representatives do more than sell a product, they offer a full service solution: they understand our business, our strategic initiatives, and the needs of our customers.
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The LSA Global team was very receptive and flexible to our needs every step of the way. Their staff and facilitator demonstrated attention to detail, responsiveness, and professional courtesy. The participants were thrilled with the outcome and rated the communication skills workshop and the facilitator as ‘Excellent’. I’d highly recommend working with the LSA Global team to meet your professional development needs.
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Working with LSA Global has proven to be extremely valuable and worthwhile. LSA understands our business, has deep expertise in content areas, and tailors the programs to deliver great results. The facilitator was extremely knowledgeable about Working Globally with India and her energy and passion made the session interesting, fun, and enjoyable for all that attended. The participants walked away extremely pleased along with highly useful practices and tools. I would highly recommend LSA Global to any company that has partners or offices in India.
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Workforce Planning Bureau
I’ve been associated with LSA for the last 8 years and have found them to be an extremely professional, well managed full service training organization. Since working with LSA, I’ve participated in a number of solutions ranging from Performance Management to Assertiveness Training – I’ve found that the quality of the resources is superior. They are well prepared and have definitely done a considerable amount of pre-work in order to customize our culture and business into the total learning experience – making it most beneficial for our employees.
Human Resource Manager
We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.
Barry L. Byrd, SPHR
Human Resources Manager
We partnered with LSA to pilot a customized behavioral interviewing program to help ensure that we continue to hire the best and brightest as we continue to rapidly scale. LSA’s ability to understand our business and our unique culture combined with their desire to ensure that the best practices framework truly fits our performance environment and is highly adopted by our people is a real blessing. Most other firms want to just ‘give you training.’ Not LSA, they are focused on helping me hit our hiring forecasts and attract A players.
Director of Global Recruiting
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