How your company deals with criticism?03 de May de 2016 in Blog, How to, Productivity, Satisfaction
Customer reviews can be a great benefit to the company and you need to know how to use them.
Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.
Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.
When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.
And the question is: How can companies take advantage of the negative reviews to improve, evolve?
It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.
This client-side feedback can be very valuable if you consider and take advantage of it as it should be.
Identify the errors.
Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).
And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.
Identify improvement mechanisms
When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.
And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism
But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.
After all, who better than our customers to shows us the way to improve quality in our products and service?