Handling a complaint
Customers who complain judge it on three things: the fix, the process and how they were treated. Handled well, a complaint can keep the customer.
Transcript
Most customers who complain end up unhappy with how it was handled. Say a customer writes: "The invoice is wrong, again." Customers judge a complaint on three things: the fix, the process, and how they were treated. The fix: put the actual problem right.
The process: say what happens and when, and follow up once it is done. The treatment: explain honestly what went wrong, politely, with no excuses. The fix matters most for how they rate it. For whether they stay, treatment counts about as much.
Handled well, a complaint can keep a customer. Bamya CRM is a free AI-assisted CRM that reminds you when to follow up.