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Customer difficulties represent opportunities!
Research indicates that a well handled complaint is more likely to improve customer loyalty than if the person did not have a problem in the first place.
We all want to avoid the negative word of mouth associated with customer complaints.
We can turn this around by giving our customers a chance to tell us first.
Then, we can follow up the issue, providing the customer an overall positive experience.
SurveyDining helps with Customer Rescue:
SurveyDining provides email notification for customers who have experienced a problem.
It is up to you to decide how you want to deal with customers who have indicated that they had difficulties.
Research has shown that customer complaint follow-up can actually make more loyal customers out of these
individuals than if they had not had a problem in the first place.
In addition, you get customer rescue reporting which will help you understand the trends in customer rescue.
For example, you may find out that complaints are declining over time, or that they are consistently elevated on Fridays.
There are a number of key customer rescue metrics that you receive when you use SurveyDining.
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