If you’re running a business, you're bound to face customer complaints. It can be due to your product, your services, your staff, or maybe you. Though it sounds uncomfortable, but that’s the truth. It could come in the form of an angry email or an awkward encounter with your customer, a negative online review, or an unexpected call!
No matter how successful your business is, customers will have at least some complaints from your brand. The idea that you cannot please everyone at a time is definitely true. Even century’s back, brands would face the same problem. But do you know what has changed over time?
It is the ease for the customers to complain. That’s right. In today’s time, customers don’t have to take out time to talk to you. They can simply type a few negative sentences and hit the send button. And, even before you know it, your brand reputation is doomed!
Moreover, given the ample number of brand options in the market, customers don’t even need to stick to just one service or product. If it’s not you, then they’ll get someone else! But the loss is yours.
Data has it that over one-third of the customers consider immediately switching a brand after they have one negative experience. So, you can only imagine the competition there. They’ll just Google their next option. If you haven’t focused on this part before, it's time you do it.
Customer Service is the backbone of today’s businesses. And, honestly, you cannot afford to turn off a customer. Therefore, to stop this from happening, it’s necessary to understand your mistakes and learn from them.
4 Common Mistakes to avoid:
1. Too Quick
This is a common mistake to commit. Most officials assume that they are already aware of what the customer wants. Hence, when the customer calls, they are too quick to provide them with a solution. But this is where it all gets wrong. You tend to frustrate the customer and lose them forever.
To avoid such scenarios, be patient and teach your customer support representatives the art of careful listening. Make sure they take the time to hear the customer, understand their problem, and then offer them an effective solution. Teach them that it’s more important to work with the customer rather than sticking to some script!
2. Too much Automation
Do you really believe that technology can replace it all? Well, you shouldn’t just automate everything just because you can. Customers look forward to a more personal approach. Using technology to deal with them could be tempting and save you time, and cost. But it is most likely to disappoint your customers?
Give them a one-on-one experience. Provide them with live chats or emails to communicate with you. And, if you really choose an automated service, at least make sure that the emails or messages sound personal and natural.
3. Technical Issue
Even the best of brands and established networks have problems. But problems arise when your customers cannot reach you. All your hustle will simply go to vain. To be on the safer side, work with a web service provider that offers a reliable and fast page-loading time. Companies that offer support through phone or via email must ensure that the customers can communicate during the specified hours.
4. Laid Back Turnaround
The competition is terrifically high. And, thanks to the digital world, consumers by nature have become impatient. So, if you want them to stick around don’t make them wait. Have a speedy response system. This can be a real game-changer for you. No customers would appreciate a slow turnaround time.
Try to respond to their problems over social media. Otherwise, watch them go as they visit your competitors.
Now you know that one of the most crucial things to make your business successful is responding to your customer complaints with care. If you believe that your brand had been committing the above-stated mistakes, it’s okay. You can still change it.
Fantastic customer service is surely going to offer you a competitive advantage. Therefore, to make sure that you don’t miss out on any opportunity in the future, here are the topmost effective ways in which you can respond to them.
9 most effective ways to respond to the customers:
1. Look out for Mentions
There is more than one way to listen to your brand’s name being mentioned. In fact, there are several effective ways to listen to them that will help you respond quickly.
For instance, you can set alerts via Google alerts, CRM solutions, or other social management tools. This way you won’t miss out on any mentions and immediately respond to the problem.
2. Professionalism
Always remember that they are angry or disappointed in the situation and not on you. So, without taking it personally, maintain your calm and composure. Handle the complaint with utmost professionalism. Be clear and concise while solving the problem.
3. A genuine apology
An apology can help you win any conversation. No matter, who is at fault, address the issue with a big apology. And, even before you know half the battle is won. Doesn’t matter, if the company is at fault or the customer is angry and complaining anyway, start with something like ‘I’m sorry for the inconvenience'.
4. Personalized messages
When responding to the customers’ problems, use their names. This gives a personal touch and helps them know that you’re genuinely trying to resolve the matter. By using information from the previous interactions, you can personalize the messages even further.
5. Quick Response
As said above, it is imperative to maintain a quick turnaround time. With all the latest technological advancements, find ways in which you can serve your customers quickly.
In certain cases, you can also seek the help of AI (Artificial Intelligence) to create automated responses. These replies can be provided faster while saving your brand image.
6. Just Listen
Showing your customer that you genuinely care for them is a major plus point. Make them believe that you really want to resolve their issue by choosing the right words.
Before passing out any solution, listen mindfully and document as many details as you can.
7. Follow Up!
Build a strong bond with your customer by following up. It is an amazing way to ensure that their queries have been met and is a great way to win their trust as well.
8. Hear To Understand
Aside from being a good listener, it is important that you understand the customer’s perspective. Complainers have many personalities while some could be aggressive, others could be timid and some of them also try to negotiate.
You need to figure out the customer’s approach and then handle them professionally to solve the complaints.
9. Focus on the Solution
After you have listened to the complaint, you can offer them your part of the story. A customer’s lack of information or misunderstanding could have created the issue. So with a genuine intention help them settle their query.
Keep your explanation short yet effective. Don’t make promises that you don’t intend to keep. This could worsen the scenario. Focus on the solution rather than create opportunities to start a heated argument.
