Mishandling complaints is risky business. First and foremost, inefficient complaints management can ruin your company's reputation. But it doesn't end there. For each mishandled complaint, you're losing money.
These days, more and more people are opting to voice their concerns (and also their praises) via social media. You may find months pass by before someone calls a helpline or fills a complaint form online. If you're not monitoring the social media channels, you're definitely missing complaints. Unhanded complaints leads to customer loss.
Directly responding to a complaint and handling it in a timely manner makes customers happy. When customers are happy, it's easy to satisfy them with a low concession or refund, sometimes a concession isn't needed at all. On the other hand, the slower you are, the angrier they get, the more you have to spend to win them back.
If a customer complains about bad service and you respond by giving them a free voucher and stop there, the problem will likely happen again. Why? Because you haven't done anything to fix the bad service. That's why it's very important to find and fix root causes of complaints as early as possible. This will help you avoid or minimize product recalls or a public relations crisis.
To help you identify just how much you could be losing, we created the Cost of Complaints Calculator to help you out. It will give you an idea about how much money they're costing you. It'll also show you an estimate of what your potential is if you were working with an efficient complaints handling system like Complaints Pro.
|Average Revenue/Customer ($)|
|Do you Monitor and Respond to Complaints via Facebook?|
|Do you Monitor and Respond to Complaints via Twitter?|
|Do you have real time root cause alerts?|
|Do you have a large backlog of complaints?|
|Do you have a centralized Complaints, Suggestions, Compliments and Enquiries database?|
Based on Coretec Solutions 11 years of expertise in the Complaints handling industry
we can estimate the following:
You will lose between ______ and ______ customers per year, here's why:
You could have avoided loosing ______ to ______ of these customers.
Today, your total revenue at risk per year from your customer interaction approaches is between $ ______ and $ ______ .
If you're interested in improving your complaints handling process, check out our free eBook on How To Turn Your Customer Complaints Into Continuous Improvement For A Competitive Edge.