Q&A

business and will help reduce any negative impact on your business

- Make it easy for customers to complain with feedback forms on your website or have staff ask customers for feedback regularly

- Train your staff how to handle complaints and be polite in their approach AUDIT YOUR INTERNAL CUSTOMER SERVICE PROCESS

Appoint a member of your staff as the key person to handle complaints and let them be responsible for auditing the customer satisfaction process. This will ensure the necessary changes to fix a broken process will be actioned, and could save your business money down the line. Try to develop a company-wide attitude where complaints are opportunities to be welcomed. If you teach your staff to listen, you’ll find out a lot more about what makes your customers unhappy.

Happy, loyal customers can do wonders for your business. They spend more, enhance your reputation, and help you hit sales and revenue targets. They can also provide your team with a sense of purpose and drive.