By | Emma James
Customer complaints develop negative feelings. How can one see complaint as anything other than a terrible thing? No matter how hard you work in order to deliver the best quality products and services and wonderful customer support, unhappy clients are unavoidable. No business can skirt the truth of client complaints entirely. But for an organization that manages these complaints well, they can become more of an opportunity in actual than a liability.
Caring about Every Customer is Essential
According to multiple studies, people trust word-of-mouth than they do in any information which comes from brands directly. More than 83 percent say that they trust friends and family which is unsurprising, but 65 percent also say that they also trust the feedback of online stranger posts. More than 55 percent of customers complain about social media platforms when they face any problem with an organization.
It is very clear that a single customer’s complaint can be improved and has a positive influence on others. On the positive side, many clients care less about whatever circumstance caused their primary complaint than how an organization manages it. They are not complaining to make you feel depressed or bad, and they want you to reply with a solution.
And when you do that, they will appreciate you more for it later. According to Harvard Business Review, customers who complained about social media platforms and got a response quickly were more loyal afterward than the ones who never complained at all.
There are two stages of managing customer complaints efficiently. Your customer support team has to manage to respond to the situation directly, but the organization has to offer the right help desk tool and policies to equip the customer service department to perform their job properly. Success needs taking some key steps at both levels.
A powerful strategy in order to resolve customer complaints has to be a top priority. Each business enterprise that cares about making loyal clients must prioritize these steps.
1.Offer Proper Training
Still, the most capable executives are incapable of understanding your products and services and clients on the first day. In order to provide them proper knowledge, they need to resolve client issues, implement a strong training program. Ensure that they know all the basics before the first client service interaction, and where to find the answers for everything else.
2. Monitor Customer Complaints Which Come in Very Frequently
When an individual client struggles with a problem, there are chances that the others have also been in the same situation. In order to boost overall customer experience, make a solution for tracking tickets that come to you frequently so you can follow the trends in client feedback. Later, use the information to enhance your products and services. Once agents have a good ticketing system in place, they can deliver the best response in order to resolve customer issues.
3. Recruit Good Service Executives
One of the most significant aspects is resolving a client issue is ensuring that the customer service executive they work with understands what they are doing. Take your time to find the right people that have all the skills you are looking for and express compassion and an eagerness to learn. Once you have found the best employee, make sure to keep them by offering a positive work environment.
4. Ensure Appropriate Factors Move with Clients across Channels
Omni channel support has made providing an integrated client experience across channels more complex. But clients do not care what challenges you have on your side, if they need to repeat their complaint multiple times in various channels. They will not have a good experience and feel good about your brand.
Executives need a path to pull up all appropriate details about a client and their present grievance the time they begin interacting with them. Provide your team members with an integrated customer support tool that provides a centralized location for all client information.
5. Offer Your Customers the Best Possible Solution
Once you come to know about their problem, choose the best way to resolve them. Whether it is about sending a replacement product, talking to them via troubleshooting steps, or an apology with the promise of future discount or refund- provide them something to make sure they feel better about your brand.
Customer complaints seem bad on the outside, but it a great opportunity to prove to every client how much you care for them. By listening to them and offering the best solution all the time, you can turn the experience around. Simply play the cards properly, and today’s furious customers may turn out to be one of your loyal ones tomorrow.
Emma James is a content writer at SutiDesk, who frequently blogs on Business, Marketing, Sales, ERP, HelpDesk and SaaS trends.