Complaint Calls: Good or Bad?
Most of the time, we in customer service consider complaint calls a bad thing. A customer calls in angry or upset by the service they received and usually wanting it fixed or compensated. While it’s not good to have a lot of complaints, it actually can be a good thing for your business to have a few complaints.
For one thing, complaints give you a chance to prove the great customer service you are capable of. You get to show customers how much you care about them. If you go above and beyond their expectations when you fix a problem (which you should), it shows your customers how hard you are willing to work to keep them satisfied.
You also get the chance to build your presence. Customers will recognize when you treat them well. This will build up good credit with them and in turn they will be more willing to recommend you to others.
It's not always fun dealing with customer complaints, but it is better than never having any. How would you know what your weaknesses are or what you need to improve on if no one ever tells you what they have issues with? Complaints are a good way to learn how you can better your business.
So it’s okay if you mess up. Everybody makes mistakes. What matters is how you handle the mistakes. Get to them quickly and handle them efficiently and a customer complaining could turn in to a customer referring you for taking such good care of them.