Guest post by Marcel Oudejans

How often have you received poor service from a supplier & felt the need to give feedback about your negative experience? As consumers, we can often be quick to express our disappointment or frustration: we hope that by letting someone know that the problem will be resolved. Today, publishing a complaint to online complain drivers like getclosure! can speed up the resolution process since the offending company wishes to maintain its reputation, particularly if the complaint is publicly accessible.

Since companies rely on their customer feedback ‘loop’ to be able to improve their service, a written complaint is a reliable way for them to identify particular problems in their delivery. By analysing the issue, the problem can be assessed and hopefully be resolved in a way that satisfies the customers’ expectations.

Unfortunately, we are less likely to express gratitude in writing when we have a positive customer experience. A letter of gratitude or thanks would not only be appreciated but is also very likely to cause an improvement in service that a company delivers to its customers: particularly to the customer who took the time to write a letter of appreciation! Giving positive feedback will encourages companies to continue to improve their services, which all their customers will benefit from.

Respected online complaint drivers actively and frequently encourage consumers to provide stories of extra-ordinary customer service so that their readers are able to make better decisions when choosing a service provider. They understand that consumers would prefer to use a company that has many compliments, as opposed to a company that has no complaints. Likewise, publishing positive stories regularly will encourage other readers to come forward with their stories of an excellent customer experience.

As a reader of getclosure!, I hope that you will take the time today to share with us an occasion when you received excellent customer service, so that we can take the opportunity of sharing your experience with other readers and letting the company know that we appreciate their dedication towards helping their customers.

Marcel Oudejans is a Corporate Infotainer who is passionate about inspiring his audiences to deliver more “magic moments” to their customers in their customer service, sales & marketing. Marcel is the author of “The Serious Business Owner’s Guide To Creating Customers For Life” & provides more tricks, techniques & strategies on his blog, http://www.performmarketing.co.za