How to Increase Revenue Solving Customer Complaints

Customer Service Management

Losing revenue? Losing Customers? Follow these tips to increase your revenue and close the back door on customer exits.

You have a wide open back door. You are losing customers, some that never contact you and other that leave slamming the door with resounding thud. Buying a Special software might help but following these steps will also increase your revenue.

Things You'll Need

• HELPFUL TOOLS
• Customer Support Software
• Customer Service Managment
• Customer Complaint Software
• CRM software

Instructions

1. CUSTOMER COMPLAINT SOFTWARE: The quickest way to address problems if you are experiencing difficulty with high number of customer loss. Some CRM software or customer complaint software may help in identifying what you need to do and repair the exodus.

2. REVENUE: Recognize that your customer that verbalizes a complaint is doing you a HUGE favor. You don't need to spend money on focus group to find out why a customer is unhappy. Recognize that your customer is your revenue base and they are not leaving yet. Customers with satisfactory resolution to problem will increase your revenue 3x. They will have greater loyalty and perhaps bring in more customers.

3. LISTEN: When the customer is talking do not be defensive. Listen to the vent and try to understand what they are saying. Write down the complaints and let the customer know you are happy they have told you this.

4. VALIDATE and ASK : Validate customer concerns and let them know you are taking it seriously. ASK them what they would like to see happen to resolve their problem. Most of the time customers are reasonable. If a customer is unreasonable you have to decide whether to close the back door on them or not. If a customer has a reasonable solution implement it immediately.

5. PROACTIVE: Do not wait for your customers to complain. If you offer guarantee, implement it before customer asks if at all possible. A strong loyal customer will bring in more revenue. Any perceived losses by being proactive will be offset with increased customer loyalty. Remember normally it costs more to gain new customers than to retain your customer base. Be proactive, if a customer does leave find out WHY.

6. DEFINE CUSTOMER SERVICE: Define and write out what the company considers is great customer service. Refine the expectation and communicate it throughout your company. Excellent customer service can be learned. Go to a company that is known for customer service and ask if you could sit in on a training program. Read books and websites that deal with customer service.

7. Your customers are gold. It takes less money to retain a customer than to obtain a new customer. Enjoy your increased revenues.

8. I had to add this last step, because today I had best customer service from Office Max on a return. The service person RAY was awesome. He smiled, listened and did return in a way that took extra time for him. As a result I took time to ask a couple questions about ad matching etc. I will be back to that store as much as I can now. THANKS