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WelcomeCustomer Webinar – June 2016
The Team…
The Team…
Last Webinar, We Covered…
1. New GetFiveStars Features
2. Improving Your Email Response Funnel
3. Q&A
Webinar Agenda
1. Customer Complaints
2. Zapier Integrations
3. Q & A
1. Most unhappy customers don’t complain, they just don’t come back
2. A complaint is a buying signal
3. A complaint is private, between you and your customer
4. A complaint resolved will keep your customer 70% of the time
5. A complaint is a way to learn what needs to be improved
5 Good Things About Customer Complaints
https://www.getfivestars.com/blog/5-good-things-customer-complaint/
1. Customer service & employee behavior – 57%
2. Low product quality, speed & high prices – 21%
8 Things That Really Cause Consumers to Complain
https://www.getfivestars.com/blog/what-makes-consumers-complain/
8 Things That Really Cause Consumers to Complain
What Do You Lose When Things Go South?
1. Most unhappy customers are silent
2. Complaints give you a chance!
https://www.getfivestars.com/blog/survey-happens-things-go-south-lose-customers-ever-know/
What Do You Lose When Things Go South?
Are We as Good as We Think?
1. What small businesses think vs what consumers think…
2. Are you seeing your customer service clearly?
3. The danger of bias in customer service
4. Stay open to your customer’s point of view
https://www.getfivestars.com/blog/are-we-as-good-as-we-think/
Are We as Good as We Think?
1. What small businesses think vs what consumers think…
2. Are you seeing your customer service clearly?
3. The danger of bias in customer service
4. Stay open to your customer’s point of view
How Quickly Should a Business Respond?
1. Start and control the process
2. Set a complaint response and resolution time
3. Make complaints easy
https://www.getfivestars.com/blog/quickly-business-respond-complaint/
How Quickly Should a Business Respond?
“If the customer remains angry, capture their info and call them back. Give them a short time frame. Trying to resolve a problem with an angry person will be far too difficult.”
How Quickly Should a Business Respond?
8 Steps for Dealing With a Customer Complaint1. Own the issue
2. Respond quickly to all complaints
3. Really hear your customer
4. Explain what went wrong
5. Use timeouts
6. Act to resolve the situation
7. Reward them for their effort
8. Follow up with your customer and ask how you did with their complaint
https://www.getfivestars.com/blog/8-steps-for-dealing-with-customer-complaints/
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