Know how to handle customer complaints to the point of making them love your brand
Building relationships with consumers takes time and work Anguilla Email List. You are dedicated to serving well, sending cool content, strengthening branding and gaining people’s trust. But a customer complaint is enough, and it seems that everything goes down the drain.
But not quite! Receiving customer complaints is really not cool, because they show a problem… However, they are also good opportunities to improve your processes and win back customers who would leave your company. And, if you solve customer dissatisfaction accurately, your relationship with them can be better than it was!
Now, let’s look at how to handle customer complaints. A good service can even turn dissatisfied customers into brand advocates and promoters. Want to know how? Follow up!
Why is it important to know how to handle customer complaints
Is your company upset when you receive a customer complaint? Okay, we understand this feeling, because complaints show that something didn’t go as expected.
However, they are also opportunities to identify issues that might not have been noticeable in internal assessments. So it’s the customers who show you what went wrong.
These can be one-off problems that you should monitor so that they don’t become recurrent, such as a traffic block that delayed a delivery. But they can also be structural problems that require a review of processes, such as the lack of logistical planning. So there are chances to improve your company.
Also, customers who complain allow you to regain their trust . Esteban Kolski, an expert in Customer Experience, identified in his surveys that only 1 in 26 dissatisfied customers complain. Among those who don’t complain, 91% simply abandon the brand… And that’s not what you want, right?
Dissatisfied customers are not lost customers. They can still change their minds, as long as you manage to solve the problem with dedication and agility. A good service experience can transform the relationship with the brand .
But if the customer is ignored or underserved, that complaint that had been made privately or restrictedly can grow to uncontrollable proportions. This can lead to an image crisis and much greater damage to the brand.
Therefore, it is important to know how to deal with customer complaints. You can’t ignore or treat a dissatisfied customer badly! Complaining shows that you still have a chance to regainand even improve your relationship with him.
Given this point of view, it is very important to know that, for your corporate financial control to happen, your customer’s opinion is extremely necessary, as he is the one who makes your business happen.
What are the main customer complaints
Now, let’s better understand what are the main situations that generate customer complaints. This way, you will know better how to deal with them.
Even better: by looking at the problems on this list, you can already anticipate the precautions to prevent them from happening in your company. Let’s go to them:
Waiting time for service
The delay in answering the customer is a problem on the phone, on social networks, in chats or any service channel. List Provider The customer wants the company to be able to solve problems that it often created itself. In the fast-paced life we have, nobody wants to waste time.
Defective product
Receiving a defective product is frustrating. It could be a factory defect, a storage error, a lack of care in shipping, and other problems. They may not even be the company’s fault, but it is the company that receives the complaint and should help resolve it, rather than exempt itself.
