What makes a website successful and a failure?
Customer reviews, right? There are many chances that customer reviews are negative. There can be plenty of reasons for that:
- They are not happy with the quality of service
- They do not like the product or service
- You might have not addressed their complaints better
- Your customer service is poor, and many more reasons.
There can also be the reasons of fraud faced by people from your company side. You might not be wrong, but some employee from your organization might not be the correct candidate to work with you. So what should you do then? Before you hire somebody, it is important to get their police check done.
Talking about the complaints, should you work towards minimising them? Absolutely not. Complaints are better for your business. They give you much more opportunities to succeed. And hence, you definitely need a complaint addressal program, or any complaint system on your website.
Opportunity to Improve
Complaints are a great way to improve yourself. If your customer is unhappy with your service, he will voice out his feelings. There can be very less chances, approximately 1 out of 25 customers, who will complaint directly to you. Others prefer spreading negative word of mouth.
A complaint means that there is some problem. This problem can be anywhere – in your offering, your service, your timely response, or any other thing. Once you get a complaint, there are high chances that many people are facing that. You can then investigate into the matter and improve your service if required. This will prevent future such problems to occur, leaving people happier with your service.
When you give customers a platform to complain, they will have a chance to get their feelings voiced. If they make a complaint, it means they want you to improve. It also means that they will stay loyal to you if you improve yourself wherever you are lacking. In this way, your loyal customers will keep on increasing once they find that no matter what problems they are facing, you are always there to help them out.