Complaints from compressor customers are mainly due to service failures by companies or salespersons. When a service failure occurs, different customers may react differently. As for the way and intensity of the customer’s reaction, it is closely related to the following three factors: the degree of physical injury, the degree of mental injury and the degree of economic loss. There is no need to explain too much about this. In any case, service failures will inevitably bring about emotional and behavioral responses from customers, and from then on customers will start to complain.
According to the customer’s possible reaction to the service failure of the compressor company, the customers can be divided into four categories: the self-confessed unlucky type, the reasoned and complained type, the emotionally angry type and the complained type,.
Speaking of this, you will know how serious the consequences of service failures are: first, customers make brand changes and “change jobs”; second, although customers do not “change jobs”, their brand loyalty decreases; Word of mouth spreads widely… Therefore, salespeople should not “kick the ball” or avoid it like the plague in the face of customer complaints. If customers complain that they are not dealt with in a timely manner, it will form a “negative word of mouth”. Otherwise, the good image that the company has spent months or even years to build up may be ruined because of irresponsible salespeople.
Some studies have shown that when a company makes a service error, the satisfaction of customers who get timely and effective remedies is higher than that of customers who have not encountered service error, which is exactly “no fight, no acquaintance”. The U.S. Consumer Office (TARP) has also found through research that: in bulk purchases, the repurchase rate of customers who have not raised criticism is 9%, the repurchase rate of customers with unresolved complaints is 19%, and the repurchase rate of customers with resolved complaints is 54%. Customers whose complaints are resolved quickly and effectively have a repurchase rate as high as 82%.
When customers are dissatisfied and complain, they may not immediately “change jobs”, but will gradually reduce their dependence on the company, or become “frequent customers” and become occasional buyers, because the company’s products (or services) cannot be replaced, and their continued purchases are just for Understand the urgent need. Such customers may as well be called “partial ‘job-hopping’ customers”, but if they cannot be resolved in time, such customers will become “cooked ducks” and fly away sooner or later, as long as they have the right opportunity.
Post time: Apr-12-2023
