Creating Customer Complaint Handling Policies
Customer Complaint Handling
Customers want to feel that someone listens and understands them. They also hope you will resolve the issue to their satisfaction. Whatever the circumstance, customers should be grateful that you brought a complaint to your attention.
Your business will likely encounter a customer complaint at some point. It is important to resolve customer complaints in a constructive and positive manner. This will ensure that your customers are satisfied.
Customers who are not satisfied with your product or service won’t complain to you every time. But they will complain to others and move their business elsewhere. Customer complaints can be managed quickly and will lead to improved business processes and repeat customers. Customers complaints are often an indication that something is not right. Some customers may have unreasonable expectations and incorrect assumptions however sometimes, the disconnect is caused by a company’s wrongdoing.
Your marketing copy may have led customers to believe that your product/service is not as advertised or that your customer experience sets them up for failure. It could also be a result of a problem outside your control (e.g. third-party shipping problems).
Here are 5 steps that will make a Happy Customer
- Start with Listening, Not with Talking. Customers often come to you with a problem. Even though the customer’s complaint may seem trivial to you it is likely that they have some important issues and are willing to take their time reaching out to you.
- Once you have listened to them, address the problem and then repeat it to them. Recognise the problem and repeat it to your customer. This will let them know you listened and you are able to understand their situation.
- After listening to the customer’s complaint, and the individual has calmed down, it is your turn to get the facts. This is the right time to calmly ask questions and get clarification. Begin a conversation with your customer. You will gain trust by being kind, understanding, acknowledging, acknowledging, and apologising to your customer.
- Many complaints can be disguised as opportunities to improve your product or service. You can identify trends, flaws and issues by documenting them. You might need to address the problem immediately. Maybe it’s a complaint specific to a campaign that your marketing department should investigate. No matter what the reason, it is important to keep track of all customer complaints so that you can use them in the future.
- Although it might not be something you want to do after working out a solution, following up with an angry customer is a great way to show your gratitude. It shows that you care and that your customer is important to you.
Improve Customer Complaint Handling Policies
How can you improve your customer service complaints policies?
- Make customer complaints guidelines and policies
- Establishing formal guidelines and policies is a great way to ensure your customers have a positive experience.
These guidelines and policies have the overall goal to:
- Transform dissatisfied customers into satisfied customer service representatives
- To improve your business’s experience, analyze the areas you are focusing on.
- Customer complaints can be used to gather information about customers’ needs, opinions, attitudes and beliefs. Most customers who are upset are not looking for trouble but help, are responding to common problems. These common problems can be overcome by creating a clear process that addresses all customer complaints and then providing a coordinated response.
Best practices for training employees and creating policies/guidelines to help you handle customer complaints.
- Any problem should be reported immediately to the right person.
- Establish a “complaint owner” (i.e. someone who is responsible for resolving the matter);
- You must respond within a certain time frame. For example, if a complaint is received within 24hrs and a plan is created to resolve it within 72 hours,
- To provide consistent customer service, define the actions and behaviors that your team must adopt.
- Until the root problem has been identified and resolved, cases will remain open.
Final Thoughts on Complaint Handling Procedures
There are many options to effectively address customer complaints. The process of resolving customer complaints involves receiving negative feedback, investigating the root cause, and then resolving it. All while communicating with the customer in a way that makes them feel heard.
Training can be a great help
Encourage employees to feel confident to take on difficult customers. It’s not easy to handle complaints well without having skills and scripting to deal with those types of situations. Role playing with real world examples will help prepare your staff. Your team should be taught how to deal with difficult customers, handle complaints and provide great support. Learn more by joining one of our courses or calling our team for a tailored option.