When a customer has a problem, your organization has a problem. Did you know that:
- A dissatisfied customer will share the “rotten” treatment that he has experienced with you with 20 other people ... These 20 people will share with 400 others, which could represent huge consequences for your organization?
- 96% of dissatisfied customers do not complain to the manager or the organization?
- If you are able to resolve the customer's problem, they will be more faithful to you than if they had never encountered a problem?
Dealing with complaints is therefore a key element for the organization. Every complaint that is resolved to the customer's satisfaction earns you points with dissatisfied customers.
The message that stands out based on these figures is clear: “Do it right the first time. Otherwise, it is in your best interest to do it right the second time!”