Why complaints are great for companies
The business must be customer-oriented to earn more profit. The business gains stability and
growth only if it has potential buyers and loyal customers. A company needs to build up strong
relationships with customers to remain in the market. The competition has increased due to the
open market and many businesses are coming every day. The business must revolve around the
needs and wants of the customer. Every business should invest in customer support to help their
business to grow. The customer support program helps businesses in improving their products and
services, moreover, it also helps in understanding the complaints of the customers.
Customer complaints are the golden opportunity, smart businesses capture it and implement
changes in the business. It was better to run the business according to the customer perspective
than to lead without any profit or gain. But still, keep in mind, that complaints are unavoidable and
unpredictable. No matter how good you run the business and how efficiently you present the
product to the customer, no business can fulfill the needs of its customer every time. There is
research that estimates that around $62 billion were lost every year by the American business due
to a lack of understanding the customer complaints. They lose because they don’t pay heed to the
To stable the business and increase growth, it is important to understand the customer complaint.
Properly treat those complaints and consider them as feedback to know the flaws of the business.
Bring up improvement in your business to increase the growth and also establish the brand in the
Before going further, it is important to know why customer’s complaints are beneficial for the
company. It is necessary to know how to complain can be proved as advantageous for the company
and what is meant by the customer complaint.
Customer is a gap between the ideal and the real situation. It is the gap between what product and
services businesses are offering and how customers are perceiving it. It lets know the business of
their promises regarding services and experience. Customer complaints occur when there is a
discrepancy between how customers get the product and their inability to get the desired
experience. There are different types of customer complaints related to a certain condition. The
complaint can be related to these 1) Poor quality of product and service 2) Inappropriate behavior
or miscommunication 3) Internal problems within the business.
Complaints are easy to know where the changes should be made. It made it easy for you to change
the problems into an opportunity to bring positivity. If you pay close attention to the complaint
and listen to what the customer is asking for then you can easily resolve the conflict.
Businesses must be grateful to customers for doing the complaint. It helps us to know what
problems are facing and how they are tackling the product and services. The complaints are highly
good for the business as they exposed the underlying problems of the company. These problems
create hindrance in the growth of the company.
Seeking Assistance from Customer Complaints
It is important to gain benefit from the customer complaint as it helps in expanding the company
to incredible heights. Value the complaints to learn and seek more in the market. When you
understand how to tackle the complaints made by the customer, it is easy to turn them into golden
opportunities to excel in the business.
The important benefits you can get form customer complaints are,
1. Complaints help you to recognize the default in your product and services that need
2. The complaints give you the prospect to have a brief discussion with the customer and
satisfy them by highlighting the importance of product or service. This discussion
strengthens the customer relationship with the brand.
3. Customer complaints open up on how to train the customer support team to help the
customer in a better way. Train the employees to support the customers and improve their
4. Importance of Customer Complaints about the Emergence of Business
Complaints give knowledge about the customer`s post-experience of the product or service. It tells
how the customer feels using your product. Many businesses fail because they were unable to
understand the problem in their businesses. It is a waste of time and money if you give too much
importance to surveys and feedback, instead carefully listen to the customer complaint. Make
changes according to the customer perspective and then eventually business starts to grow.
Complaints are the original feedback from the customer regarding product and services. Give them
the importance and then subsequently realize the areas that need attention.
Few reasons explain why customer complaints are beneficial for the growth of the company,
1. Complaints Show the True Reality
Why is it essential to get complaints from the customer? The answer is simple, to remain in the
market and earn a profit, we have to know about the target audience. The research analysis shows
that after one bad experience with the business around 51% of the customer never look back to
that business instead they move on to other products.
It is difficult to pay heed to every complaint. A business that establishes without any firm goal and
objective just gets stuck in the middle, only customer complaints help them to recognize the
mission and vision of the business. It ponders different ways to increase the growth of the business.
It shows them the true reality and motivates them to develop the business up to the next level.
Certain ways show why customer complaints are beneficial,
Give the actual knowledge of the customer perspective regarding your product and
Helps in discovering the flaws and gaps in the products and services.
Learn new things and implement changes in the businesses to seek growth and
Following the customer, complaints give insight into business and help in providing the best
customer support service. It tends to motivate the business to resolve the issue of the customer.
2. Manage the Customer in a better way
The main purpose of the business is to understand the customer complaint and point of view. The
more closely you pay attention to the complaint, the more effectively you manage the business and
make changes. It will increase productivity and also increase sales. The complaint gives insight
into how the systems are working.
Once you get to know about your weakness and strength, then you can easily attract more
customers into buying your products and services. It is essential to know about the
The customer complaint helps in knowing the interest of the customer and also tells how
they perceived the brand. The complaint helps you in implementing the changes and
meeting the expectations of the customer.
Learn the mindset of the customer and use complaints to bring conciseness in the products
If you understand the customer and give them the desired product, they will go back again
Try to apply those changes that affect a lot of customers, ignore the minor concerns of one or two
customers as it would affect the whole product line. If you improve the product, the customer will
feel that the business cares about them.
3. Manage Online Reviews
The research done found that many customer check reviews of the business before buying any
product from the. That is the reason customers and buyers give more attention to the online reviews
as it reflects the reputation of the business. Whatever the customer has written as a feedback impact
on the whole business.
Managing the online review doesn’t mean removing all the negative comments from the website,
it means to be available for the customer. Try to give 100 percent effort to satisfy the customer and
reduce the negative comments by politely replying to the customer. Be active to know what is
There is a way that helps you in managing the business online,
Keep a polite tone while talking with the customer online.
Try not to judge the customer and not take anything personally. Don’t deal with the
negative comments in a personal manner.
Entertain the customer complaint as soon as possible and give a quick reply.
Express regret if the customer complains about the product. Make customers feel that you
care about them.
Access the knowledge of your business according to the customer's point to view.
Managers need to respond to the customer politely. The Shoes Company in Australia tours the
country and listens to the complaints of the customer. They masterfully handle the complaints to
increase their sales.
The response of handling angry customers can appease the people who see online reviews. It gives
insight into the competence of the company to manage the complaints.
Observe the business related tweets on the internet to visualize the performance.
Understands the customer`s opinion regarding the product.
Be quick in tackling the negative comment so that it won’t spread more and more.
You can give incentives to a loyal customer to build up strong relations.
4. Improve Customer Support
Why are there so many complaints, have you ever thought about it?
The customer complains so much because they are not getting the things they were looking for.
Due to the business's inability to cater to the customer, there were so many complaints related to
the same issue. There must be customer support interaction to resolve the problems related to
products and services.
Sometimes the support team doesn’t have the required skill to tackle the complaint of the customer,
resultantly it might offend them and they leave the product and services. The team must require
proper tools and techniques while dealing with the customers. If there is a problem in dealing with
the customer complaint then you have to introduce proper tools and techniques,
Chatbox- It helps to know what customers are thinking. Sometimes customers share a positive
experience and sometimes a bad one. Answer the customer at the spot and remain 24 x7 active to
cater to all the complaints.
Entertain Live Chat- you can open the option of live chat to interact with the customers. The
purpose is to provide timely assistance to the customer and deal with them in a better way. It
increases sales and also provides satisfaction to the customers. Make sure that the team operating
on the live chat must know techniques to tackle the complaint.
Engagement Tools- Different tools like zoom and meet are the option that gives a live video chat
with the customer. It helps to understand the customer complaint and properly satisfy them.
If the customer complaint is related to the inefficiency of the agent then you can satisfy them by
providing incentives and additional benefits. It resolves the complaints of the customer.
5. Build the Customer Loyalty
The customer is a great asset to the business, they increase the sales and expand the growth of the
business. So, it is noticed that every complaint is necessary for the business. The market is so
strong and is competitive. It is necessary to maintain loyalty with the customers. A satisfied
customer shares the experience and feedback with only a few people however a bad comment
influences the business. They post a review on the internet and tell thousands of people. It is
important to resolve all the negative comments and solve the issues of the customer. There are
easy ways to respond to customer complaints.
Recognize the issues of the customers and let them know that you are paying attention to
Make customers happy and in the end, you can persuade them to give positive reviews
regarding products and services.
Map the vision and objective, take the action to resolve the complaints.
You can make the customer proud by resolving their issues. Efficiently managing the customer
increases the loyalty of the customer.
Managing the Complaint
People think complaints are not good for the business however by seeing the value of the
complaint, it is highly important. Businesses should encourage the customer to complain about
any issue as it proves beneficial for the business. By knowing the worth and value of the complaint,
you not only bring improvement but also increase the efficiency and productivity of the business.