Angry Customers Cost Big Money

In an average size business really angry customers make up less than 5% of your client base. Translate this into money and here’s what we get. Say your turnover is R3 million if the customer never returns, then this equates to R150 000. But and this is a BIG BUT, what about all the people they tell?

Everyone has access to Blogs, Twitter Face Book or other lightning quick ways of communicating their irritations. If that 5% becomes multiplied by 10 other people the loss becomes serious. R1.5 million is the frightening total – enough to put your company out of business!!

The Golden Rule is to follow the skills of Handling Complaints that we share on our Front Line Courses. Remember, very few customers set out for a confrontation they just want the service or product to work.
However when customers become angry they are itching for a confrontation so learn how to take quick action to reduce the level of emotion.

At The Peer Group we follow a simple policy that states all complaints are reacted to within 4 hours. You need to pacify irate customers fast before the calculable damage is done. Action is the key point.

Once people are calm and reason sets in then the chances of an amicable solution becomes possible.