Guest post by Emma Donovan.
With the ever increasing flurry of activity on social media sites such as Twitter and Facebook, ignoring your customers’ feedback is simply not an option anymore. To stay in the game you need to listen to your customers, engage with them and use their feedback to constantly improve your service and products.
getclosure’s independent complaints management service provides a simple, effective way for you to do this in the online space. As the getclosure service is discreet, you will have the opportunity to resolve issues promptly and professionally, before they spiral out of control on a public platform and damage your brand.
When one of your customers submits a complaint, we will deliver it directly to the most appropriate person in your company, and send them reminders to respond. You can log in to your getclosure dashboard at any time to track the progress of the complaint or contact your customer.
Consumers have the opportunity to give feedback once their complaint has been closed, and rate their satisfaction with the outcome of their complaint and how it was handled. Subscribers to the getclosure service have access to this feedback, which enables them to pinpoint exactly where they need to jack up their service. Contact us to find out more.
Here are a couple of handy tips to ensure that you make use of every opportunity to keep existing customers, and attract new ones too.
Respond to your customer’s complaint as soon as possible
Feedback on www.getclosure.co.za suggests that you have a much higher chance of retaining a customer when you deal with their complaint quickly and appropriately. Every complaint should be seen as an opportunity to win back a disgruntled customer and show them how much you value their support.
Manage your customer’s expectations
Give your customer a realistic estimate of when you will respond to or resolve the situation. If the matter needs to be investigated and takes longer than planned, apologise to your customer and give them regular updates on the progress.
Emma Donovan is the Content Manager of www.getclosure.co.za, South Africa’s leading independent complaints management and consumer affairs portal. The getclosure service is fast, free and effective for consumers. All suppliers have the opportunity to respond to complaints on the getclosure site, free of charge. getclosure also makes a host of consumer rights news and information available to South Africans.