When you run a business it is inevitable that you will eventually encounter a customer complaint. The dissatisfied customer won’t be necessarily foaming at the mouth mad, but they are still upset about something, and it is your job to figure out what it is they’re unhappy about, and how to best resolve it. Doing so is a chief component of the customer experience.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
There are three primary reasons to troubleshoot customer complaints effectively. The first is: it’s simply the right thing to do. Put yourself in that customer’s shoes and imagine things from their perspective. How would you feel if you had an issue with a business, and couldn’t get it resolved to your satisfaction? Second, not handling a customer complaint can lead to a decline in sales. There’s an old adage that if a person gets good customer service, they may tell one other person; however, if they get bad service, they’re sure to tell ten people. Your business does not need that kind of publicity. Third, and finally, it gives you an opportunity to create a customer for life. Many studies have proven that if a complaint is handled well, then the customer potentially rewards the business with loyalty.
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