If yours is an organization that is client-facing, then you would know how high a priority customer satisfaction and customer service is. This is the reason why such companies invest top dollar in coaching and delivering better customer service.

But the truth is, despite whatever measures are taken, there will be a dissatisfied customer who has a complaint to lodge. Depending on how the complaint is handled, the company may shine like a gemstone or pale away like a block of coal.

Customer satisfaction is one of the highest in our digitally connected world – words spread faster nowadays- and the complaint handling aspect of many companies have gotten better.

Customers Are Complaining More-But That Needn’t Be A Bad Thing

 UK Customer Satisfaction Index Report which is released by the Institute of Customer Service points out that the proportion of customers who raised their complaints increased by 7.2% points from the previous years.

This could point to the fact that the satisfaction in the way that complaints are handled has increased in the past years, and although complaints are on the rise, the customers are being satisfied.

What we can understand from this is the importance of customer relations training and why the employees are required to be adept at dealing with customer problems. This means that none of the touchpoints need to be missed out- from telephone to social media – with the latter ensuring that complaint that is handled is publicly visible, either for better or for worse.

Social networking like Twitter, Instagram, and Facebook allow for customers to directly contact businesses but as always, with everything out there for the general public to view, any skirmishes can cost dearly.

How Do You Know When You’ve Handled Complaints Well?

Making improvements to the complaint handling helps to make an excellent opportunity to improve customer satisfaction levels and enhance the rate of growth of the business. It is of paramount importance that customers feel valued and the customer service staffs are skilled and experienced in dealing with complaints.

Based on the statistics from multiple sources, close to 7 in every 10 customers who are complaining will want to do business with you, as long as the issue is resolved. Close to 95% of all the complaints are mostly resolved in a matter of mere minutes.

The reason for such a high number is the faster resolution times and the frequent follow-ups that are needed to ensure that customer satisfaction is achieved. Customers expect to be completely satisfied by the response and they don’t expect to be kept waiting for it either. Quality of resolution and speed- both play an equally important role.

Why Prevention Is Way Better

Although it is inevitable to completely remove the possibility of complaints occurring, it is important that every measure be taken to ensure that such a situation doesn’t arise. Businesses must be aimed in such a way so as to reduce the load on the customer service wing of the enterprise.

This was again pointed out in the previously mentioned UK Customer Satisfaction Index Report study, which showed that the average customer satisfaction score for those who put up complaints was around 60.8 compared to 78.2 for those who didn’t have a complaint. The satisfaction level was sacrificed and fell if the customers had complaints about the service or product they purchased.

But what is to be known is that some of the customers who are unhappy might not even speak or raise it, feeling that it was not worth the effort. The statistics say that for 1 customer who complains, 26 others who have complaints never raise it.

Now it is true that increasing the complaint handling can help you to grow your business to leaps and bounds, but the saying “prevention is better than cure” fits in here aptly. Customer service training must focus on delivering timely customer service, and business to keep the complaints out of the way.

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