Handling Customer Complaints

Handling Customer Complaints

Should a complaint from an ex-customer still be addressed?

By Emma Meakin

Yes, absolutely, you should address the complaint and take it seriously. There are two reasons you should take this feedback and these complaints seriously.

The first reason is that every ex-customer is a potential future customer. They recognise your brand, they know your business, and they certainly know how to contact you. Deal with their complaint in a sympathetic, considerate way and you’ve just turned an ex-customer into a repeat customer.

The second, more important reason is that every customer, past or present, is a potential publicity machine for your brand. This is never truer than with dissatisfied customers. So impress them with your professional response: they’ll tell their friends and you’ll gain credit,and new custom in reward for your good customer service.


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