Customer complaints are a part of doing business. It is inevitable that you will have at least one unhappy customer who has something to say about your company. But just because you get a complaint doesn’t mean it needs to be the end of the world. On the contrary, handling all customer complaints in the right way can actually help grow your business by increasing trust with customers and minimizing negative reviews on social media sites like Facebook and Twitter. This article will give you six ways to increase customer satisfaction and reduce future complaints from happening!
What is a Customer Complaint
Now, let’s discuss what customer complaints are and why they’re important to your company. Customer complaints can be anything from feedback about a product or service that you don’t want to hear, but it is always in the best interest of any company to take these customers seriously as this will help protect their brand image from damage. Complaints are often a key signal that you have room for improvement in your company’s policies or procedures, and they are an opportunity to learn from mistakes.
Happy customers usually don’t take the time to complain, so when you get a customer complaint it means that person is unhappy with your company and wants something changed.
It’s important for companies to know what types of complaints they can handle themselves versus those that require outside assistance or need legal help. There are three main types of customer complaints: billing errors, product malfunctions, and delivery issues.
“Billing errors” are any mistakes with the cost of a purchase that customers felt they should have been notified about before it was completed. For example, when a customer pays for two items but receives three in their package due to an error on your company’s end during shipping or order fulfillment process is a billing error.
“Product malfunctions” are unpredictable when they happen, but usually come with instructions on how to fix the problem. For example, if a customer orders something and it arrives damaged due to some type of factory defect during production is an issue that would be considered a product malfunction.
The third category- “delivery issues”- is any issue that’s created by the customer being unhappy with how quickly they received their purchase.
It is important for companies to understand what type of complaint it is because some are things your company can fix, while others require outside help or legal assistance. For example, a billing error would be something you could try and solve internally without involving the customer. On the other hand, a product malfunction would be something that needs to go back to your company for investigation and resolution, where delivery issues are often caused by external factors like shipping method chosen which cannot always be controlled.
How Do You Handle Customer Complaints
Now let’s get into how you should handle customer complaints! When it comes to handling customer complaints, the first thing is not taking anything personal because at the end of the day this person has paid good money for your product. Send a polite response or call the customer to help resolve any issues they have with their order, and be sure to apologize if there was anything wrong with what they received.
Try to fix the problem yourself or at least offer a refund before the customer escalates to contacting an outside agency like the Better Business Bureau in order to file a complaint.
Don’t make promises you can’t keep! If there is some sort of issue with what they’re receiving, tell them when it will be resolved and how they’ll know that this has been taken care of.
If you’ve already sent out the package and it’s possible there may be a defect, contact them immediately before they have time to open their purchase and find something wrong with what they ordered!
The importance of responding quickly to customer complaints
It’s important that you respond quickly in general because this will reduce the chances of negative reviews on social media sites like Facebook and Twitter which can do your company’s image a lot of damage. It also allows you to take care of the issue quickly and give your customer what they deserve – a great experience!
The quicker you respond to a customer complaint, the better chance you have of resolving it in their favor.
There are many ways that customers can make their complaints known, for example by phone or email or social media like Facebook and Twitter. You want to be sure to respond as soon as possible to any of these methods in order to get the problem resolved as quickly as possible.
Things that will increase the likelihood that a customer’s complaint will be resolved in their favor
The last thing I want to mention is that there are a few things which will increase the likelihood of customers getting what they deserve when their complaint is resolved in their favor; keeping an open line of communication with the customer, following up on every issue until it’s fixed, and ensuring quick turnaround times for complaints as well as a quick response.
Things not to do when you get a customer complaint:
-attack the customer
-argue your point instead of trying to understand their problem and find a solution together
-make promises you can’t keep
In conclusion, customer complaints are important because it allows your company to identify problems before they cause a lot of damage. It’s crucial that you respond quickly, apologize if necessary, and do everything in your power to make the customer happy!