5 Major Tips to Handle the Complaints and Issues of Your Customers
If customers are generally believed to be the lifeblood of every business, then customer complaints are the antidote to a thriving business. And while many businesses fear of the onslaught of complaints given by the customers, handling these complaints could lead to a greater advantage for the business you have been dealing with.
Quickly acting towards the situation: when a customer complaints one of the best ways of appease the feeling of the customers is to act on it quickly and easily. So try and remunerate the customers as quick as possible with a refund whenever possible and offering an apology. Acting immediately in order to correct the situation would console the customer and imbibing them with a sense of loyalty. You could also be sure of the customer coming back to you again as you have handled his complaint nicely and effectively.
Responding to the complaints effectively: It’s easy to be carried away with a petulant customer brushing him off completely but is something that could be costly for your business. Instead try and take charge of the entire situation by being polite and listening to the problems being faced by the customers. Taking the approach has a calming influence on the angry customers would allow them to see the reason and leave knowing that he would return back to you having a business again.
The customer satisfaction survey form: This is generally considered to be the most important thing to ferret out customers who are unhappy with your business services and are not voicing their concerns. So rather than losing them for the good of your competitors get them fill the customer satisfaction form, following up through a phone call with as many as customers as possible. Not just this would keep your customers happy but would also have discovered a new way of fine tuning the certain aspects of your customers.
Saying a thank you to those who complain: This would sound odd to most of them but the customers who are complaining are generally doing a good job by helping the call centre agents to improve their business. The least any business would actually do is thank them whole heartedly for making you aware of the problems that are there in your business. It would surprise your customers by a simple thank you enlightening the customers, and allowing the unhappy customers to have a change in their attitude and become the most loyal customer for your business.
Reassuring your customers: Customers who complain most often tend to feel aggrieved that their complaints have come to the naught as there is no one who is listening to them. And in order to tackle with the situation try and get the recap of what your customers have said to you and deliver the assessment of how you would be dealing with it. Many businesses are generally too quick to respond with ok, we would fix it without the reassurances of what the customer solely needs.
To conclude it’s common for every business to think that it’s alright if they lose one angry customer which is actually not true. An unhappy customer could always use a word of mouth to inflict severe damage to your business and the reputation, which could be easily avoided by handling the situation in a much more better manner.
Abhishek Jain has over ten years of experience in Contact Centre Services India. He is a freelance copywriter with a majority of his work being focused on the entrepreneurs and the issues that have been affect them in the outsourcing industry.