its all about related to the customer complaining and how to tackle this situation. it is related to website content and provide best source to attract customers on the website.

1. Why angry customers usually don’t complain
There was a time that businesses considered complaints as a bad omen and didn't pay attention to
them. Nowadays the business has advanced and the market is expanding day by day. Businesses
give more importance to the complaints and deal with them. They try to listen to those complaints
and bring implementation within the business. The complaint is the best way to collect feedback
from the customer regarding the product and services. The complaint is the best source to know
business performance. It not only shows that but also tells where the problem is lying whether it
is in the product or internal process. By paying attention to these complaints, businesses can solve
the internal problem and prevent more complaints.
It is important to look at how often the customer makes a complaint regarding your product and
services? Businesses must gather responses from the customer to remain in the market. The
purpose is to bring innovation and advancement in the products and services, it could only be
possible if the customer gives feedback. If you don’t get any complaints, then you can easily sense
that there might be a problem. The reality is that the absence of negative comments on the page
doesn’t mean business is performing well. This problem should be seen as customer satisfaction,
maybe the customer is hesitating in complaining about the product. It is necessary to feel that the
customer cares about them and their complaint is genuinely listened to by the business.
But the question is why dissatisfied customers don’t complain and chose to remain silent instead
of commenting and sharing their views. There might be this reason that they won’t be able to the
complaint:
1. You never motivate them for Feedback
It is important to ask customers about their feedback, it will let you know about the likes and
dislikes of the customer. When you don’t ask for the feedback, you won’t be able to know what
the customer is feeling about your product or service. There are different types of questions that
can be asked in a feedback form to know how customers perceived the product. The questions in
the feedback must be simple and basic so that the customer understands it. The basic questions
are,
 Share your last experience with us. On the scale of 0 to 10, how likely are you to rate the
last experience?
 How often do you recommend the product to friends and family? On a scale of 0 to 10,
how likely are using it again?
 If you want to introduce something in the product what would be or what do you want to
change in it?

2.  How many times do you use this product in a month?
It is highly important to add the right questions in the form to know the valuable information and
implement the right changes. When designing the questionnaire or checklist, make sure to give all
of the customers. Don’t add long surveys and correct option questions, keep it simple by adding
3-4 basic questions. It will let you know the worth of the business.
2. It's too complicated and needs much effort
The customer finds it hectic to complain about the product, so they switch on to another product
without informing the business. The customer doesn’t care to complain if it requires much effort
or the procedure to complain is more convoluted. Keep the customer complaint system simple for
the customer so that they must be vocal about the product and services. It is important to know the
opinion of the customer related to the business. Ask yourself a question: How many steps needed
to follow to make the complaint? Is the customer complaint process easy or requires too much
time? If you want to gather responses from the customer then make it easy for them. Eliminate all
the unnecessary systems and processes that create a barrier between the customer complaints.
Make it easy and convenient for the customer to register their complaints. Remove the actions that
might offend the customer and don’t let them register the complaint.
It is noticed that when a customer doesn’t get the way to share the negative feedback about the
product and business. They share their frustration on social media and tell other people. Soon it
becomes the word of mouth and the negative reviews regarding your product start spreading
around, this angers the customer more. Thus, in the end, a small problem that can be solved by the
interaction becomes a bigger one. It only happens because the customer doesn’t get the simple way
to share his negative comment and vent out the anger on social media.

3. 3. They believe you don’t care about them
The research analysis done shows that 68% of the customers leave the business because they think
that business doesn’t value them. They think that businesses don’t care about them, thus dropping
the sale. This is one of the major barriers to a customer complaint. That is the reason customers
don’t feel necessary to make a complaint instead of it, they move to other products. The customer
thinks that business doesn’t value them and it is a waste of time to provide feedback. Many
businesses don’t pay attention to customer complaints and are not interested in hearing what
customers think about them. This creates negative perceptions in the customer's mind. Every
business is not like that, many businesses feel the need for a customer complaint. So, it is important
to make the customer realize their worth. Some of the customers have developed this behavior due
to their experience, maybe they have made a complaint and the business doesn’t hear it.
If a customer thinks that business doesn’t give them the importance and there is no need to share
their personal opinions, then why would you care about them? And why would they share their
experience with you? It is time to change the mindset of the customer related to the product and
services. Motivate them to register their complaint if there is an issue. Let them know that
customers are precious for the business and many businesses are relying on these complaints. They
need to share their experience and reviews regarding the product. As it would help businesses in
making changes.
4. They don’t want to indulge themselves in the trouble

4. Filling a complaint then getting a response on it. Talk to customer support and solve the problem,
it is a long process. Many customers don’t want to indulge themselves in this unnecessary trouble.
The introverted customer doesn’t like to trouble and negotiate with anyone. Instead of complaining
about the product and services, they silently chose the substitute product and started using it. Some
angry customers stay silent as they have personality issues. They don’t like to interact with
different people. However, they don’t know that it might be beneficial for them. Many businesses
give incentives to those customers who highlight their mistakes and help them in resolving the
issue. Instead of being vocal about the product that disappoints them, these people remain silent
and don’t see the need to inform the business.
It is the easiest thing for people to not say anything regarding the product. Stay quiet and let the
problem be there for other customers. They don’t know that if they share their opinion then there
would be no complaints in the future regarding that product and services. They find it almost
effortless and trouble-free work, so they sit in their space and go to another product. Sooner or
later, they also find the problem in the new product but they were least bothered about it. Changing
the company, again and again, is quite difficult, it is necessary to take time for one time and file a
complaint to get rid of this problem.
5. They were uncertain of the outcome
Many customers were afraid of the future consequences and that is the reason they don’t complain.
Many businesses after finding their competitors and worst customers don’t treat them properly.
This has spread as a word of mouth and now many customers were afraid of it. One of the main
reasons that angry customers don’t complain as they were anxious about what might happen next
to them. They were in a dilemma of some serious penalties being fined or they would be given
even worse services and products. However, this is not true, things have changed. Now customers
have the buying power. The customer complaints improve the relationship between the customer
and the business. It will help the business to get stability. These people remain silent to avoid any
serious problem that might happen due to the complaint. They think that their complaint might
take away the job of any agent or business might sue them.
A business needs to persuade the client to be vocal about their thoughts and encounters related to
products and services. This is not the best solution to keep yourself silent or mute to avoid any
serious problem, which is not going to come. No business treats their customers badly. Most of
the business provides incentives and bonuses as compensation. The business needs to motivate its
customer to speak about the product whether they like the product or not. Make them feel special
and reassure them that nothing is not going to happen if they share their opinions with the business.
Customer Complaints are Important
Customer complaints are necessary for the company as there is no way a business can prosper
without acknowledging the customer. The complaints are like feedback that lets you know the

5. performance of the business. It is essential to collect feedback for the customer directly in the form
of complaints and bring changes in the business setting. The problem can be within products or
services, it can be in the internal process and it can be in communication. Handling the customer
and retaining them is very important. It is good for the business to establish a positive relation with
the customer to know their perception regarding the products and services offering. Collect the
feedback and act accordingly, otherwise, you can lose some of your loyal customers.
So whenever, you receive a complaint, listen and understand it and politely talk to the customer.
It is essential to apologize to the customer instantly and make them feel special. Try to find the
solution to that problem and implement changes in the business. This will make the customer
happy and establish a long relationship with the business. This is the best way to handle customers.
In doing so, you gather more loyal customers and the name of the brand also promotes in the
market.
Strengthen the Communication Gap between Customers and Businesses
There are many ways through which the communication barrier between the customer and business
can be broken down. The system like gilla.com is tying a knot in bringing the business and
customer closer. This helps them in reducing the chance of miscommunication. It helps the
customer to know its importance and how business is diligently working to meet the desires of the
customer. It also helps businesses in understanding the complaints of the customer. This channel
is organized to meet the customer and business at one platform to solve the problem.
The purpose is to reduce manual intervention. As a lot of people involved in the system, there
might be chances of getting wrong. To avoid this, it builds a communication bridge that directly
links customers to the support center of the business. It also brings up an efficient call center that
is actively working 24 x 7 and caters to the diligently needs of the customer. The whole purpose
is to increase the bond between customers and businesses. Also, many businesses are planning to
bring innovation in their product to give better service to their customers. Businesses are striving
hard to fulfill the desires of the customers and establish themselves in the market. A system like
gilla.com is considered best in creating the channel to unite the customers and the business on one
channel.
It is necessary to listen to the complaints and act accordingly to increase the growth of the
business.