The customer is the king and it is more applicable in this age of connected existence. Positive reviews by your customers can increase the reputation of your taxi business and generate trust. It also shows that you have been able to provide a positive experience to your customers which is essential for the growth of your business.
But things don't always turn out the way you expect them to! Your customers can have a bad experience and leave you negative feedback and complaints. Things don't just stop there- 13% unhappy customers will share their bad experience with at least 15 people, according to research by Esteban Kolsky.
You cannot prevent customer complaints, nor can stop your customers from talking about their bad experience. But you can use customer complaints and address them effectively to win the favor of your customers.
We will take a look at the benefits of customer complaints and tell you how to handle customer complaints the right way!
Advantages of Customer Complaints
So, how can complaints from your customer work to your advantage? Here is a look at what you can learn.
- Learn from Your Mistakes
Customer complaints help you discover your mistakes and learn from them. You can resolve the complaint and take steps to ensure that the same is not repeated with any other customer.
Every company makes mistakes, so don't panic at the sight of a customer complaint.
- Discover the Gaps in Your Service
You may think that your taxi service is running perfectly and able to meet all customer needs. But a customer complaint opens up your eyes and helps you find out the drawbacks or gaps in your service.
- Understand Customer Psychology
You will need to interact with the customer while addressing their complaint. This gives you the perfect opportunity to understand how they feel about your company. You can take note of their psychology and use the lesson to develop future campaigns and products.
- Turn Unhappy Customers to Loyal Customers
You can convert the negative experience of a customer complaint to a positive one by handling it appropriately. Your customer representatives can work hard and win the favor of the customers who are more likely to turn into loyal patrons of your taxi business.
- Gauge your Competitors
Talking to an unsatisfied customer gives you the chance to bring up the topic of your competitors. You can learn about inside stories, discover their tactics, features, quality of service and more by speaking with an unhappy customer.
Based on the information you can create plans to outperform the competition. The data will also be more reliable and trustworthy compared to information gathered from market research.
How to Analyze Customer Complaints?
Not all complaints should be treated in the same way or deserve the same attention. You have to analyze customer complaints to be able to categorize and handle them effectively. Let's see how you can analyze complaints left behind by customers.
- Identify Genuine Complaints
Let's face it! The taxi business is a highly competitive market and other players can adopt unfair means to hamper your business. Your competitors can pose as customers and leave negative comments on the internet to make you look bad.
It is really important that you learn to differentiate between genuine customer complaints and those left by fake profiles. Spending a little time on each complaint and looking up the profile of the customer can reveal a lot of information that helps you decide if the complaint is real or fake.
- Categorize the Complaints
After you read the complaints one of two times, you will be able to sort them into useful categories. For example, there may be multiple complaints about delay in arrival or driver or incidents of miscalculated fare.
Sorting the complaints in categories help you to find a pattern and find out if they have occurred before. You can also dedicate different customer service representative for resolving specific categories for effective complaint management.