The way a business deals with a customer complaint often says a lot about it’s approach to customer service. Our research shows that the most customer focused businesses are easy to complain to and here’s an interesting story from a friend of ours Bob Harvey which highlights a Dramatically and Demonstrably Different approach.
Bob bought a torch from the website Banggood but there were problems with it. He sent them a quick email….
So, as requested, Bob sent them a quick video! (It’s not particularly exciting, but it certainly ‘does the job’!)
It’s an innovative approach to ‘Dealing With Disappointment’…. It allows customers to get their issue across relatively easily and simply. OK, it might not work for all customers, but I suspect those who are using the Banggood website are likely to be relatively ‘up to speed’ with using their phone to use video.
- It makes it easy and convenient for the customer
- It’s quick
- It’s effective!
How easy are you to complain to and how good is your business at ‘Dealing With Disappointment’?