Customer complaints are frequently an indication that there is a mismatch between what customers expected and what you delivered. The customer's unrealistic expectations or incorrect assumptions can sometimes cause the gap. In other situations, it's a result of anything your company is doing incorrectly. However, even if you are not at fault, you will still need to fix the problem. It is important to do so in a way that satisfies the unhappy customer. Getting it right increases your chances of saving the relationship. Likewise, according to Qualtrics XM Institute report, consumers who rate a company’s service as “good” are 38% more likely to recommend that company.
Responding to customer complaints can be difficult, but with a customer complaint processing solution in place, it becomes much simpler. Live provides multiple sources from which to receive solutions to customer complaints. It is imperative to maintain consistent records across the organization. Complaints must be collected and managed in a way that makes them easy to understand and act upon in order to meet regulatory and customer requirements.
Here is an overview of the steps in such a process, which is based on best practices for handling customer complaints.
You must stop what you're doing in order to focus on what the customer is saying because it needs active listening. When a customer is upset, they expect you to pay attention to them. Keep your attention focused only on what the customer is talking about. Note the important details and their issues so that you have a record of the conversation to look back on in the future.
Try to pay attention to the details that will contribute to a satisfactory resolution while you listen to the complaints of your customers. Getting the knowledge necessary to solve the issue and stop it from happening again is the goal.
Try your best to come to an agreement on a solution during the initial meeting with the customer. Ask for inquiries like:
Sending the customer to a different party to resolve the problem is one of the worst things you can do. Customer satisfaction is significantly increased when the first person they speak with can solve their problems.
The person in charge of answering customer complaints needs to be aware of your company's operational processes and given authority. Team members should have adequate knowledge to know what can be done and what cannot be done, as well as how to act on them in order to avoid making promises they cannot keep.
In order to keep up with the latest trends and boost customer happiness, the organization should prioritize deciding on the best customer complaint solution.
Since every customer is unique, your approach to handling their complaints should also be unique.
Some customers express their dissatisfaction without any hesitation. Some people have the courage to leave your business completely and without any complaints. Still, other customers never tire of asking you for assistance with even the most basic problems, while others only contact you when something is much beyond their level.
With customers who offer open critique, being kind and sensitive always helps. You should be patient with customers who repeatedly contact you about small issues. If you have to respond to the same questions more than once, try to keep calm. It's possible that they'll end up supporting your brand!
These are just a few of the different types of customers you could meet. You must understand their actions and way of thinking in order to set the conversation's tone of voice properly.
According to a Statista report, 27% of customers said lack of effectiveness is their most common cause of customer service frustration, while 12% said it was lack of speed. So, it's important to move quickly to carry out your end of the bargain once you've reached an agreement. The issue should ideally be resolved right away. Live solution enables companies to meet both governmental and internal regulations for handling customer complaints. There is a limited amount of time to resolve complaints defined by the regulatory framework applicable to your company.
Keep the customer informed as the situation develops, even if a quick fix isn't possible. Make contact as soon as possible following the call to demonstrate that you are processing the request. When the solution is in place, get in touch again. If you don't, you run the danger of upsetting the customer once more and wasting the time and effort you've already invested into resolving the problem.
Even if the nature of the issue is something you can resolve right away, don't forget to follow up after an appropriate period of time has passed. Ideally, the time is, within a day or two, but no later than a week. Live provides follow-ups to make sure that any complaints are resolved promptly, that the customer is pleased with the outcomes, and that his needs have been satisfactorily handled.
Additionally, while doing this, thank the customer for their assistance in helping you improve your service. Emphasize how pleased you are to own the company. Tell the customer that you value their business and are willing to go above and beyond for them. This small act of generosity will go a long way toward converting a dissatisfied customer into a strong supporter of your brand.
Use the five steps above. Feel wonderful, knowing you contributed to your customer's happiness and the success of your business!
We enable the restoration of negative circumstances by immediately and effectively handling customer complaints with a Live solution that genuinely works. Get in touch with Live today for assistance in transforming a complaint into a chance to meet expectations and increase customer loyalty.
Learn more about how the Live product family can help you support and improve your customer experience strategy.