With the growth of the internet, customers are becoming more aware of their rights and purchase power. A positive customer experience is highly beneficial for a business as it brings them more sales via word-of-mouth promotion, recommendations, and a good market reputation. But what happens when companies fail to cater to customer expectations?
Research shows that customers prefer talking about their negative experiences with the friends and family before reaching out to the company itself. Customers are often confused and hesitant before putting in a complaint with the company. Some of them feel lost because of the lack of knowledge on how to complain successfully. The downside is some customers skip the complaint part and stop purchasing from the company.
A customer usually complains about the problems faced while using the product or services, delivery issues, return issues, and refund problems. Many customers look for the company’s complaint procedure in a complaint directory online. For instance, you can easily find Checkatrade Complaints details in this directory.
The present-day customer complaint process has become much easier and more seamless, thanks to the excess use of digital channels. Customers can easily reach out to the company via email, social media, or live chat. Companies have started becoming more proactive about addressing customer complaints on social channels and live chats.
Analyzing Customer Complaints
Businesses can easily track and manage customer complaints with the help of a complaint analysis tool. However, not all complaints have a similar issue and require different solutions. Hence, businesses need to gather some information before taking any action, like the number of times a complaint has been made, previous records, a frequently occurring pattern, and so on.
How to Efficiently Handle Customer Complaints?
Always Listen to Your Customer
Make sure you listen and understand what your customer is trying to say. There’s a critical reason behind their complaints, and you should provide the best solutions. Don’t just try to give them a quick solution. Instead, take time and hear them out. The customer always appreciates an excellent customer service experience.
It’s Not Difficult to Apologize
Apologize if there’s a mistake from your end. Customers appreciate a sincere apology more than a refund. The customer that has logged a complaint is already unhappy with the bad experience. Don’t make it worse by avoiding admitting your mistakes. Customers might even remove a negative or review posted online if businesses sincerely apologize to them. Along with an apology, do your best to resolve the issue.
Customers who complain are looking for a solid solution to their problem. Therefore, businesses must find the root cause and resolve the issue. Make sure you make the complaint process easy for customers. Many customers find it convenient to search for a complaint procedure online, like EDF Complaints processes, on a complaint directory. Keep the call transfers to the minimum during a customer executive call session. Stats prove that customers complaints that are solved quickly increase the trust between the customer and business.
Follow Up Is Necessary
Don’t forget to follow up with the customer. It’s good to know whether they are satisfied with the solution or require more help. You can send a follow-up email or make a quick phone call. You can also send out ratings or feedback forms to your customers. Many customers vanish after resolving a complaint because they think that the company does not care about them. Reaching out to your customer after resolving an issue makes them feel important. It will help them trust you again and make a purchase soon.
Customers love surprises. Once you’ve resolved an issue and followed up with your customer, send out gifts or discount codes with their next purchase. You can also send a hand-written thank you card for a personalized touch. Your customers will never oversee these small gifts. It’s a great way to tell your customers that you care for them and make them feel special.