So why do so many companies stop focusing on customer service?
Perhaps they see complaints as problems to deal with, and rather than opportunities to grow and improve.
Table of Contents
Here are 7 ways to get you started on handling customer complaints
1. Make it your job
- Customer complaints, particularly feedback, can help you stay focused on what matters.
- For this reason, you must choose a person to deal with complaints and inform you regularly.
- It ensures you are listening to the information directly from your customers.
2. Acknowledges complaints
- Provide customers with a direct line—post on your website and on your social networks that you appreciate their comments.
- Remember, it is always better to listen to a customer with a complaint than to let them stop being a customer.
- Once test your customer service to discover first-hand what kind of service your customers were experiencing.
3. Make it easy
- When dissatisfied customers struggle to complain, they usually end up frustrated.
- They might even quit your company without you ever knowing why.
- But when a customer finds it easy to complain, you provide valuable information about the problem, and you have a second chance to correct things.
- To do this, you can include a “live chat” feature on your website, often powered by Chatbot write for us.
- That way, digital agents can handle most customer problems.
4. Track every complaint
- It not only ensures that complaints addressed but also helps when it comes to data mining.
- Track how long it takes to solve each problem and how often similar issues arise.
- If complaints are essential, track them down and measure them.
- It’s not just about making sure every complaint dealt with on time, but also about learning from each one.
5. Share what you learn
- Communicate regularly with your team about the complaints received and how they resolved.
- It will ensure that everyone has the same information and is better prepared to handle common problems with ease.
6. Get it right
- You, not your customer service agents, are the business.
- You have the capacity and the power to do things well, and you must be willing to do anything to make that happen.
7. Be transparent
- Feel free to post a common complaint, and the solution to frequently asked questions, as a person complaining, is unlikely to be the only one with this problem.
- By posting solutions, you can not only reduce future complaints but also demonstrate that you care about serving your customers, which will build loyalty
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