Companies who recognize that customer complaints will always be an inevitable part of doing business, can have a strategic plan to not only address the customer issues in a quick and satisfactory manner, but to also have systems in place to make future changes.
As long as retail stores have been around, one thing has not changed – customers will have complaints from time to time. And most salespeople dread dealing with dissatisfied customers who can often be unruly or angry from the get-go. But, Walmart’s Vice President and Chief Commerce Officer, looks at it quite differently. In his refreshing perspective, he spoke at NRF Nexus 2022 about how these customer issues lead to innovations such as drone drop-offs and other technology-backed conveniences.
Companies who recognize that customer complaints will always be an inevitable part of doing business, can have a strategic plan to not only address the customer issues in a quick and satisfactory manner, but to also have systems in place to route the information gleaned to the correct departments to delve deeper into whether or not changes need to be made.
Timeliness in handling complaints is key to not further exasperate the problem. In fact, 12% of Americans rate their number one service frustration as lack of speed.When complaints are viewed as an indication of a company’s area of improvement, they can be viewed in a positive light, rather than only negative. Of course, we never want customers to be upset, but in reality it is bound to happen, as no company is perfect – we can only hope that complaints are minimal.
Openly listening to customers when things go awry can lead to gaining loyal customers – it’s crucial to make customers feel like they are important to the company and their thoughts and opinions matter. And always aim to exceed expectations. report that their expectations had not been exceeded in their last interaction with customer service.
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