5 Reasons Why Your Customers

Don’t Tell You About Their Bad

Experiences

A bad experience can befall any customers at any

time and it is important for you to know when it

comes to unsatisfying experiences that they

encounter from your business.

But sometimes these customers don’t bother to tell

you due to various reasons.

This tendency can certainly bring a negative

impact to your business because:

You cannot find out clearly which part of your

product or service needs to be improved 1

Your customers might opt to stop doing

business with your company completely

without any reason.2

So these are 5 reasons

that hinder your customers

from telling about their bad

experience and ways

you can solve them.

NO EASY

COMMUNICATION

CHANNELS

Opening up an official

company account on

Social Media. It gives you

a chance to address their

complaints faster and in a

more convenient manner.

Customers want an easier

channel to contact company

and complain about their bad

experience.

WAY TO SOLVE IT

BETTER—AND MORE

PUBLIC—CHANNELS TO

VENT OUT ON THE

INTERNET

There are more and more

review websites for any kind

of businesses out there. This

might be the reason why

your customers prefer to

vent out about their bad

experience there, as they can

rate your service and share

about it with other users.

You can regularly check

these websites to see if

your customers have

reviewed your service

there. It gives you a look

on things that you can

further improve.

WAY TO SOLVE IT

COMPLICATED COMPLAINT PROCESSINGMECHANISM

It’s important to keep your

customer support

mechanism streamlined to

help any customers who

are facing an issue.

An angry customer would not

want to face a complex

mechanism to process their

complaint. Sometimes this

happens when a customer

support hotline gives them too

many extensions to select in

order to get to the right

department.

WAY TO SOLVE IT

CUSTOMERS FEEL

THERE IS NOTHING

TO GAIN FROM

COMPLAINING

To encourage customer’s

feedback, you can take a

page out of restaurants and

their comment cards. If you

have a web-based business

you can conduct a regular

online survey where

customers can give their

views about what can be

improved.

Most of the time, customers

who experience a bad service

will prefer to tell their family or

friends about it—they just don’t

see a point to go all the way

and complain to your business

about it.

WAY TO SOLVE IT

IGNORANCE ON

SERVICE QUALITY

AFTER MULTIPLE

COMPLAINTS

Never disregard even the

smallest complaint it

receives and always

make an effort to up the

service.

Some business might ignore

to improve the quality of their

service even after receiving

complaints from multiple

customers. This case very

likely leads to a negative

public reputation that can

bring your business down.

WAY TO SOLVE IT

Save your time and be more

responsive when managing

online customer service on

email, live chat, twitter,

facebook, and SMS. Bornevia

unifies all of them in one

team inbox.

Deliver more responsive customer support now.