Effective complaints resolution leads to customer retention

Following on an earlier article by getclosure, explaining how to harness the power of feedback, we have put together some handy pointers to keep in mind when dealing with your customers’ complaints and an example to show how effective this strategy can be.


1. Respond to your customers’ complaints as soon as possible.

Results from a recent Nielsen survey indicate that reports of bad experiences outnumber good customer service reports by as much as 5:1. Couple that with the increasing proliferation and popularity of social media sites such as Twitter and Facebook, and you’ll have an idea of the potential damage that negative comments from your disgruntled customers may cause.

2. Ask for any necessary information on the first point of contact, such as account number, date and time of incident.

Make sure that you keep a record of all relevant details so that you can refer back to them at a later date.

3. Remain calm, polite and professional.

This is essential to win back your customers’ respect and restore their faith in your brand. Another thing to keep in mind is that in some sectors, it costs up to five times more to win a new client than to retain an existing one, so it is definitely worth making an effort the first time around!

4. Apologise for any inconvenience caused.

Remember that regardless of the situation, a sincere apology will go along way towards making amends.

5. Manage your customer’s expectations – give them a realistic estimate of when you will respond/ resolve the situation.

getclosure sales and marketing manager, Richard Wright says, “The effectiveness of the getclosure complaints management system can largely be attributed to the fact that we provide our users with regular and informative updates. This ensures that consumers are kept up to speed on the progress of their complaints, and suppliers have the opportunity to respond as soon as their customers submit feedback.”

6. If the matter needs to be investigated and takes longer than initially anticipated, keep the customer continuously informed by providing the necessary feedback.
Here is an example to demonstrate some of these points. Paul submitted a complaint about his cell phone service provider on getclosure and gave the following feedback once the problem had been resolved: “Thanks for your quick and speedy response. You've done a lot to improve my impression of your company - I told the whole office about how great it was to have a company actually call and care about service like that. I was really impressed by the phone call I got. Oddly enough how you handled my complaint has actually improved my opinion of your company tremendously. Thanks for the call and the information on how and why it happened.”


Contact richard@getclosure.co.za to find out more about the getclosure service and how it can be used to track, manage and respond to your customers’ complaints in a discreet environment.


(Source: Guest blogger, Proudly South African member company, getclosure)

Misuse of intellectual property tantamount to theft, fraud

South Africa’s Buy Local campaign – Proudly South African – has strongly condemned the fraudulent use of its logo as part of an illegal lottery relating to the unauthorized sale of 2010 Fifa World Cup tickets.
 In a media release, Dalene du Preez, Proudly SA’s, Marketing and Communications Executive confirmed that the 2010 FIFA World Cup is intended to help build a positive social and economic legacy for South Africa and the continent of Africa. “It is truly deplorable that criminals would try to mislead unsuspecting soccer-loving citizens through the misuse of the trusted Proudly South African logo and brand”, she said.
 Products and services that carry the Proudly South African logo reflect the character and the good reputation of South Africa’s Buy Local brand. It signifies to consumers that the logo-bearing product (or service) originates from a homegrown company which is committed to good quality, employment creation and the empowerment of staff.

These companies source at least half of their production materials in South Africa and set a high standard in terms of good governance, including meeting, and often exceeding environmental standards. It therefore makes sense that when consumers Buy Local they are in fact helping to build the sustainability of local businesses, and their capacity to create jobs; to employ more local people and grow the South African economy in a way which is sustainable.


Regrettably, the criminal element, too, clearly understands the value of the Proudly South African brand association.
 Hopefully all proud and law-abiding citizens will take a positive message from this incident – and Buy Local – to help build a positive legacy for 2010 and beyond!
 The Campaign will take legal action to help prevent the misrepresentation of its intellectual property. The public is advised to always verify the credentials of anyone they intend doing business with, especially when a claim is made that the individual is associated with South Africa's national Buy Local Campaign.
 For more information on Proudly South African, or to report any suspected illegal use of the logo contact Leisle Timol, Brand Manager on 011 327 7778 or email: leislet@psanet.co.za.