ADDRESSING CUSTOMER CONCERNS: STRATEGIES FOR EFFECTIVE RESOLUTION - PART ONE

 

A customer concern is a feedback provided by a customer to express their satisfaction or dissatisfaction with a product, service, or experience. It typically involves a detailed account of what the customer feels went wrong or did not meet their expectations. The customer’s concern  is important for businesses to understand the problems faced by their customers and work towards resolving them to improve customer satisfaction.

Customer concern is important because it shows that, the customer is interested in the product or service they have purchased. It indicates that they have expectations and desires in relation to the product and that they want their concerns addressed. Appreciating customer concerns is important for maintaining customer satisfaction, building customer loyalty, and improving the overall customer experience. Additionally, customer concern can provide valuable feedback for businesses to identify areas for improvement and make necessary changes to enhance their products or services. By addressing customer concerns promptly and effectively, businesses can demonstrate their commitment to customer satisfaction and establish a positive reputation.

Below are some of the ways to appreciate customer concerns:

Ask for feedback:

Feedback is very important for every organisation or individuals who want to scale up. Feedback allows individuals or organisation to identify their strengths and weaknesses, enabling them to focus on areas that need improvement. It provides specific insights, suggestions, and recommendations to help individuals grow and develop. I want you to appreciate that feedback is an unsolicited gesture. In light of this we must therefore be on the go to ask for business.

One may ask, why is Lumiere Creatif an outstanding organisation as far as publishing is concerned? The simple truth is, we have improved our services based on the feedback from clients we have reached out to and those who genuinely expressed concern for help. It is therefore imperative for everyone to appreciate feedback, so that they can become a better version of themselves.

 

Ask for progress:

This is a cue every individual or organisation should learn to adopt. The reason is, we live in a social world and every person wants to feel special and appreciated. So when you do any business for any person, let us not be carried away by the monetary benefits we will derive but also find out whether the business or work you did for them has been of immense benefit.

As a publishing and business consultancy organisation, we have seen countless people troop into our office, requesting assistance in preparing business proposals, Curriculum vitae, Application Letters, Statement of purpose, and several other write ups.

We have also engaged in training many corporate organisations. In all these feats we have chalked, we always try to find out from our clients the progress. This means we are not only interested in the service we have rendered and the monetary benefits but the progress of anything we helped them with.

 

Ask to / offer help:

It is important to always ask for help when you are clueless about something and in the same vein offer help to someone who you think may need your help, particularly in your scope of work. I made mention of this because, not everyone will appreciate your help, so you have to be intentional.  You have to appreciate that seeking help allows you to gain different perspectives on a situation or problem.

When you ask for help, you tap into the knowledge and expertise that others possess. They may have skills or insights that you lack, which can greatly accelerate your learning or problem-solving process. It saves you time and effort by leveraging the expertise of others.

For instance, at Lumiere Creatif, we help busy professionals to write their books for them. Most of our clients are clueless about how to plan a book launch and they ask for our help. We offer such help voluntarily without charge and even facilitate fundraising as well. There are times we orient our clients about digital marketing as well.

 

Show up:

Mother Teresa once said; “Every time you smile at someone, it is an action of love, a gift to that person, a beautiful thing”. With this understanding, every organisation must be interested in the wellbeing of their clients. This attitude, therefore, leads to building a lasting relationship between yourself and your client.

If you will take the time and make research on thriving businesses or organisation, you will appreciate that, there is a clique in their relationship. This really helps for endorsements and other future opportunities. So it is important to show up at your client’s birthday upon invitation and other ceremonies. This will create an opportunity to also network as well.

 

Patronize:

This is where some organisations fail. Many organisations or businesses think of only how to enrich themselves, but very few think of also supporting the business of their clients. Oh Yes! When you show interest in your client’s business and patronize their product, they are somehow bound to maintain a good relationship with you. In light of this, both organisations will thrive well. By actively patronizing your client's products, you are not only supporting their business directly, but also helping them in various other ways such as increasing sales, building brand awareness, and strengthening partnerships.

 

Conclusion:

In conclusion, customer concern is a crucial aspect for businesses to consider. By actively following the above ways of appreciating customer concern, you will scale up your business. I want to mention here that, customer concerns can provide valuable insights for businesses to improve their products, services, and overall customer experience. Therefore, it is essential for businesses to prioritize customer concerns and continuously strive to exceed customer expectations.

In our next episode, we will be addressing the benefits of addressing customer concerns.

 

Profile of writers

Samuel Agyeman-Prempeh is a Certified Professional Trainer (CPT) by the International Association for People & Performance Development (IAPPD) and a publishing consultant assisting busy executives to write and publish bestselling books.

He has served as Head of Protocol at a diplomatic mission, Corporate Affairs Officer at a French multinational agribusiness, and as Events & Media Correspondent for a digital ad agency. Mepremsa@gmail.com 

 

Samuel Elijah Boateng is an accomplished writer at Lumière Creatif and a digital marketing consultant. His writing style is approachable yet insightful, allowing readers to easily grasp complex concepts.

He continues to make a significant impact in the field of leadership through his writing, consulting, and speaking engagements. He is a proud alumnus of the University of Cape Coast.

Lumierecreatif@gmail.com