Complaints often go unanswered. This can lead to a lot of bad PR and lost customers. If you have a business, complaints from customers are inevitable. Complaints can be an excellent opportunity to show your customer service skills and build relationships with disgruntled consumers.
To avoid having a customer not buy anything from you again, it’s important to first understand what may be causing these customers to complain in the first place. Some of the common complaints include:
-Product was defective
-Delivery time took too long
-Wrong product was delivered.
In these cases, it’s imperative that you try to solve the customer’s problem as quickly and efficiently as possible by understanding their concerns and following up with them until they are satisfied.
n this blog post, we will discuss how to handle customer complaints in order to turn them into opportunities for improved customer relations. Experiencing a customer complaint can be upsetting for any business owner, but the timeless nature of complaints dictates that not much will change. Regardless of the size or success of your business, you’ll always have a small percentage of unhappy customers.
The saying that you cannot please everyone is just as true today as it was a hundred years ago.It doesn’t have to be this way, though. The intimidating aspect for businesses in the present market is that it's never been so easy for customer complaints to be so prevalent, due to review sites, social media, emails, forums, discussion boards and much more. There are plenty of ways for you to respond effectively when someone has something negative to say about your business or product.
We're going to show you how you can get ahead in the game by learning from others who have been there before. We will look at real-life examples from companies that responded well (and not so well) when faced with a complaint . By the end of it all, you should feel confident in knowing what steps you need to take if an unhappy customer reaches out to your company.
The following are the basic 5 steps as a baseline which are then buildt upon in much more detail in the link below:
1. Always apologize for any inconvenience
2. Listen to the customer's complaint and try to understand where they are coming from
3. Ask questions that will help you better understand what their issue is
4. Be honest with them - don't lie or make excuses, just admit your mistake and offer a solution
5. Offer something in return if it's possible - even if it isn't much, customers appreciate gestures of goodwill or reduce costs associated with low levels of customer satisfaction