We have all heard the story of a customer venting on google or hello peter or a similar platform. We are naming and shaming the business at the centre of a bad experience.

Unfortunately, the term terrible experience could entail something as significant as a promise not being kept. Or a product functionality not aligning to its marketing material or simply how a customer was handled. Although the previously mentioned experience is often very subjective, the customer is always right and should at the very least be treated with respect, dignity and empathy. The point is often, regardless of where it stems from, the seriousness of the client’s experience (as perceived) remains the same.

From a company or employer’s point of view, it is crucial to understand that there are two sides to any complaint. Therefore, both sides should experience a respectful and dignified intervention when and where required.

It, therefore, goes a long way to establish written structures to aid in the communication of expectations. Conduct regular information sessions and training and ensure that you contract and provide the necessary systems to both clients and employees alike. The customer is the hero, and the entire team is aligned with the standard and quality of services offered.

If you fail to do so, you do so at your peril. Unhappy customers and bad reviews affect the business’s credibility and, therefore, lead to a downward curve in revenues.

PocketAdvisor helps you navigate the minefield of customer service and complaints management strategies. Click here to enrol today!

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Nicolene Schoeman-Louw