There is every possibility that many customers or consumers who have been dissatisfied and complained will continue to do business with you. The reason is that complaints can serve as an opportunity to make your customer view your business more positively after you have effectively resolved the complaint. To help your customers have a positive view about your business through their complaints then you should be able to access their complaints and effectively address them.
What is Customer/Consumer Complaint?
Customer or consumer complaint is often customer dissatisfaction with their orders to what you delivered. The dissatisfaction can sometimes be due to what you are doing in your company. And sometimes it can be due to customers’ high expectations or assumptions. The complaint might also be a wrong belief in your product or services as a result of misleading advert or marketing. On the other hand, it might be a problem from an external body or third party such as shipping companies. The following steps will help you know why you are getting a complaint from a customer and how to resolve the problem to retain the customer.
A quick response to the complaint of an unhappy or dissatisfied customer will go a long way and so will address the issue quickly. Depending on the situation some customers can wait for you to respond while some want instant response and solution. It will be great to set up a team or individual that will look into emails and comments from customers to see and identify those that need immediate help or solution.
Know the Type of Customer You Are Dealing With
As humans, we all have different beliefs, needs, characters and attitudes so knowing your customer will help you know how to deal with each of them. Some customers contact you often: you need to be patient with them when responding to them. Such customers will be the ones telling people about your products and services when they are satisfied.
Some pay for premium service: since they are paying so much they as well demand premium support. Provide solutions to such customers and avoid making excuses.
Some customers won’t bother to complain about any problem, they will rather take their business elsewhere. There is a possibility you don’t hear from them if you don’t reach out to them often. While some are not scared of speaking their mind. When you know the different personalities of your customer you will be able to respond well and provide the necessary assistance they need.
Ask The Right Questions
Asking the right questions from your customer will help you get to the bottom of the problem. It will also help you to see possible ways on how to provide an assistant or resolve the problem your customers are facing. Asking them to explain their problem, give an example and other useful information will be of help. You can then ask yourself why the complaint is important. Ensure you explain why in a situation whereby you can’t handle the customer’s complaint and there is a need to transfer them to another person. You can simply let them know you will be transferring them to a specialist that can help them with their problem.
Provide Solution And Ask If The Problem is Solved
Once the cause of the customer complaint is known and the necessary solution has been provided, you must ask the customer if the solution provided can solve the problem. You can reach out to the customer after some days just to know if your solution works. You can also check feedback as negative feedback can imply the customer is not satisfied or some things that still need to be addressed. Don’t beat yourself up if after you have tried all your best and the customer is still not satisfied. Asking your consumer to let you know if there is anything else you can do for them after providing a solution might be a good way to verify your solution is working. Track The Number of Customers That Bring up Identical or Similar Complaints
If for a decade you only got one complaint from a customer concerning a particular issue then there is no cause for alarm or need to worry. But if various customers are sending you various messages regarding a particular issue, there is a need to address the issue quickly and find a solution. You need to get a system that can help you identify and track high-volume complaints. To monitor and capture how often the problem occurs and do proper follow up on customers after resolving the issue. For every similar consumer business complaint that you receive, track them and provide possible solutions.
Handling Consumer Complaints The Right Way
Negative feedback is not normal but if it becomes a norm for you know that there is something you are doing wrong. In most cases, it is specific to a particular thing or product. Also, know that no matter how good your products and services may be, certain people won’t like them.
Even if you have a great product it is possible to hear a contrary opinion about it from these people. It might even have nothing to do with you or something you are doing wrong. But preparing yourself ahead, maintaining a positive attitude and being able to effectively address customer complaints will help you gain their trust.
Making room for your customer or consumer to express themselves regarding your product and services will help you to serve them better and improve where there is need. Providing them with means through which they can submit a complaint and ask for help or support when needed will build trust and relationships. Knowing your type of customer and dealing with them accordingly will help in addressing their issues and providing the needed solution on time. With the steps provided in this post, you should know how you can effectively handle customer or consumer complaints.