Beyond online reviews, many customers provide feedback via emails, web forms, and comments to sales or customer service reps. While these messages are more private in nature, they are direct. The customer has an even higher expectation of getting a response than with online reviews or comments.
No response is MUCH worse than acknowledging a message, even when there is nothing you can do to improve the situation. Your company doesn’t have to be perfect, but you are expected to care about your customers.
The consequences of no response
- The customer takes their original complaint PLUS their disappointment to a more public forum just like I did in my blog/LinkedIn post Customer Service Fail!
- Your competition gets an opportunity to make their case.
I’ll be offering my advice on how to respond to different types of feedback in a future post. Or contact me directly for personalised recommendations.
Tell me about the last time you experienced or witnessed a customer service fail in the comments below!
© 2021 Tracey Copeland, Rolling Sands Consulting.