What’s worse than a customer who complains? One who doesn’t and just never comes back.
Every customer complaint is an opportunity for you to do better. In fact, it’s a challenge to do better to show that you listen and respond to your customers, and to regain trust and loyalty.
Sometimes the stress of any given day puts all of us in the wrong mind-set to hear this opportunity. We think, here comes another complaint. When really we should think, I’m going to learn about something were not doing well, which will aloe me the opportunity to fix it.
Whether complaints are about operational problems i.e. the service or product didn’t perform, or about customer service problems (staff not working correctly), they provide the sort of insights that keep companies strong so long as you act on them.
Mystery shopping is one way to find out whether or not this is happening, mystery customer evaluations can provide a mystery shopper that asks difficult questions, or challenges your staff to do things right. They then monitor what they done and how they done it.