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Customer Service Information |
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Complaints Are Actually A Good Thing!
Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing? Really! I'm not kidding. Complaints are one of the best forms of research you can perform. Complaints are also one of the best sources for new product/service ideas. How so? Most people who complain are upset. When people get upset, they are more likely to speak their minds. Most people who complain also like to tell you exactly what you've done wrong AND tell you how they would do it better. While your customers' attitudes may not be something to look forward to, their hidden suggestions are! Let's look at this complaint: "I can't believe you are sending these huge files through email! How ridiculous can a person be!? That clogs up the emails of those of us who are on dial-up for at least 20 minutes. I don't have time for this. You know, if you had a brain in your head, you'd know about XYZ.com. They burn CDs for about $0.30 each and will ship them to your customers for about $1.00 each. Anybody can afford that price. I've deleted your email. When you decide to operate like a real business and send me a CD, I'll look at it." Yes? it's a harsh email. But most people who complain don't have very good manners, now do they? But take away the emotion. Take away the temper. Take away the insults, and what do you have left? A VERY good resource for CDs! This person has just given you a resource that can: (a) solve your problem with huge downloads (b) be a new product to sell (CDs instead of downloadable files) (c) offer you a solution that can benefit you and your customers All for free! How about the complaints that say, "You know, you really ought to?" Well? Maybe you really ought to. Have you thought about the customer's suggestion? Yes, it was probably hidden beneath a pile of profane words and threats? but look deeper. In all honesty, is this unruly customer doing you a favor? It happens more often than you might think. People, in general, have a bad habit of trying to show those they are upset with how big and bad they are. More times than not, you'll get great ideas buried inside a wrapper of rudeness. The next time you get a complaint, unwrap the package, and you just might find that the complaint is a blessing in disguise. If you remove the ugliness from the message, you could very well have some terrific ideas for improving or expanding your business! Copyright 2004 Diane Hughes About The Author Diane C. Hughes * ProBizTips.com FREE Report: Amazingly Simple (Yet Super Powerful) Ways To Skyrocket Your Sales And Build Your Business Into A Tower of Profits! ==>> http://madmarketer.com/diane
MORE RESOURCES: Changes at Social Security Administration may impact customer service, benefit payments, experts say CNBC AI won’t fix the real issue with customer service Financial Times Zomato cuts 600 customer support jobs amid AI adoption Verdict Food Service CSPI & Nutrition Action Customer Service Center for Science in the Public Interest How to address common customer service gaps TechTarget Produce Wholesalers: Solving Customer Challenges Through Service Produce Business How SAP CX AI Toolkit Transforms Customer Service Operations Technology Magazine Indian consumers spent 15 billion hours waiting to make customer service complaint in 2024: Report StartupNews.fyi Customer Service & Support Hillsborough County (.gov) How This Indiana Retailer Marries Celebration and Customer Service in His Store Gifts & Decorative Accessories Porsche placed first in 2025 J.D. Power Customer Service Index Study Porsche Newsroom Monetary Gold Achieves Record Customer Service Improvement, Climbs to #3 in Industry Rankings PR Newswire CMA CGM Launches "My Exclusive CONCIERGE" Premium Customer Service LM - Logistics Manager What Your Business Can Learn From Southwest Airlines Business.com Centier Bank lands No. 1 on J.D. Power customer service ranking Northwest Indiana Business Magazine Certificate of Achievement – Sales and Customer Service (Online) Lake Michigan College Doxee, agreement with Generali Seguros for customer service. MarketScreener Alfa Laval Expands Direct Presence in Alberta to Strengthen Customer Support and Service The Globe and Mail MAG Detects Fake Accounts Posing As Customer Service businesstoday.com.my Changes at Social Security Administration may impact customer service, benefit payments, experts say MSN Camiral Golf & Wellness sets benchmark for exceptional customer service Golf Business News Generative and agentic AI set to transform customer service into a strategic value driver for businesses Marketing Tech News Contact Us About Your Bill City of Clearwater Revolutionizing customer service: MaestroQA’s integration with Amazon Bedrock for actionable insight Amazon Web Services Launch of New Districtwide Customer Service Platform The School District of Philadelphia BAM Forms Joint Committee with GPBM to Improve Bank Customer Service in Morocco - Morocco World News Sky cuts 2,000 jobs as it moves more customer services online Financial Times My Utilities Account City of Santa Clara (.gov) Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham, Alabama (.gov) "Wynning" customer service, how Wynn Auto Detailing has succeeded in Madison County Richmond Register Welcome to Riverside Public Utilities City of Riverside, California (.gov) Running our contact centers on Azure Microsoft Fulton County Recognizes National Customer Service Week Fulton County (.gov) 354th FSS gains new Customer Service Portal eielson.af.mil 11 key elements of excellent customer service Business.com Social Security is telling its staff that customer service is about to get a lot worse Business Insider Customer service transformation Capgemini Meta wants to give small businesses an AI boost with a customer support agent for Instagram and Facebook Fast Company Zomato Employee Layoffs: Around 600 customer service jobs cut without notice? Know reason here ET Now Sales & Customer Service Lake Michigan College Attorney General Bonta Demands Better Customer Service for Californians State of California - Department of Justice (.gov) Fulton County Recognized as a 2024 National Customer Service All Star Fulton County (.gov) |
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