There are a lot of articles on the internet on how to deal with unhappy customers. Usually, they involve tactics to help deal with that single problem. Instead, you should look at unhappy customers as opportunities to improve your business.
Bill Gates talked about it. He said, â€œYour most unhappy customers are your greatest source of learning.â€ We couldnâ€™t agree more. But whatâ€™s more important than learning is changing.
Big businesses are more sluggish in changing things in response to customer feedback. This is where small businesses have the advantage. If you learn how to improve your business to serve your customers better, you donâ€™t need to go through all the different departments and management hierarchy like they do in big businesses. You just do it. Probably overnight too.
So, next time you need to handle an unhappy customer, not only should you think â€œhow can I make this customer happy?â€, but also â€œhow can I make sure nobody will be unhappy in the same way again?â€
However I would like to toss this in....E-Junkie has always responded to my support tickets within 24 hours. There is a reason they have a message board and a support system separate. Forum is for conversation and help from other users, not direct support from staff. Your support ticket system is meant for direct support with a specific issue. I feel this company is doing extremely well for how many people they have staffed.
You also need to realize lemonbar that if they hire or outsource more support staff to keep you happy on the board then that requires a higher overhead. Know what that means? Higher prices...... Remember, you cannot have your cake and eat it too!