HELP SCOUT

HELP SCOUT H arsh words are not always indicative of insight. Customer complaints are not always a sign that something is wrong. Be that as it may,great feedback can be buried within the vitriol. You need to give credence to every message that customers send. Oftentimes, a negative experience can be salvaged and turned into an opportunity. Being able to assess and address customer complaints is key to making this happen. Why customer complaints matter? Data suggests that nine out of ten times, a customer will continue doing business with you even after a slip-up—but only if you wholly fix the situation the first time. Support isn’t about always being right, it’s about always being willing to make it right. Here are a few principles for doing just that. 1. Look past the fury for friction It’s a fallacy to assume that just because someone is behaving wildly, his or her argument has no merit. Complaints, even angry ones, can contain insight—it’s yo...