A positive customer experience forms the foundation of a thriving business. It includes meeting customer’s needs, addressing their worries, prompt answers, and quick complaint solution. Despite years of serving the same customers, you may encounter some queries. It is natural.
You may witness complaints like- late delivery, broken product, additional charges, etc. Thus, every business must have a system to deal with customer complaints politely. For example, apologise to the customer for the company’s fault. Empathy is the key to retaining customers despite complaints. It helps your customers trust you even more. Alternatively, aggression ruins the plans.
Identifying the right way to deal with customer complaints is critical for business growth. If you fear losing customers because of a meagre mistake, the blog may help. It lists the best ways to solve customer complaints impact fully.
7 ways to handle customer complaints and retain them
According to the Institute of Customer Index in the UK, “Only 57% of customers believe they receive a positive response from the business.” While 43% of them experienced negative behaviour when reporting a problem.
Negative behaviour may include- complaint neglection, passing the problem with no solution, uninterested in the problem. Thus, analyse the best ways to provide timely responses to your customers. The following ways may help:
1) Listen to the customer carefully
Instead of reacting to the customer’s reaction, practice perseverance. Identify the reason for filing the complaint. Listen to the customer’s story carefully without interrupting in between.
Analyse the problem and ask the customer what he wants. Identify the possibility of solving the situation according to the customer’s theory. Alternatively, identify the best ways to deal with the problem on your side.
2) Never challenge the complaint
No matter how natural it comes to you- never tell a customer’s mistake in the complaint. It is not the right way. Additionally, it would not help your issue. It may upset a customer evermore. Instead of challenging their compliance, listen to what they say.
Furthermore, identify what you can do to solve the issue. If the solution requires discussion with the manager, tell it upfront. Do not leave customers guessing on the plate
3) Ask questions and summarise points
Always ask permission from the customer before asking questions. It will help you gain a detailed insight into the matter. Collect the facts by asking short and to-the-point questions to the customer. You can ask the best combination of what, where, when, why, and who.
It gives you clarity on the happenings and analyses the best solution. Additionally, grants customers the opportunity to share omitted facts.
4) Thank the customer for complaining
It is an old saying-“if you cannot tackle it with anger, kills them with kindness.” It is one of the best strategies to counter the issue and retain the customer. Smiling on the face of a complaint may seem unreal. However, it may help you win over the customer.
Be thankful to your customer for sharing the issue. Make them feel you are happy over the fact that they share their concern. Here, empathy wins the game both ways. Appreciate them for taking out some time to discuss things. It grants you an option to get more time to solve the issue.
5) Explain the actions to take accordingly
After noting down the facts, explain the actions the company may take. This includes providing them with a clear timeline.
Additionally, do not provide vague timelines. Be realistic about the timings by which the customer can expect the solution. As they say, it is better to under-promise and deliver more.
Arrange a representative who will look after the complaint personally. Grant the number of the person to the customer. He can know the progress, eventually.
6) Invest in complaint management software
Complaint management software provides detailed insights into customer pains, recurring issues, and customer preferences. It helps reduce response times, minimise spelling errors and provide a competitive edge to the business. If you do not know any such product, it’s high time to.
It is because the attention span is 4-5 hours maximum. If you delay answering the query further, he may switch. Thus, you may lose a big chunk of customers with a delayed response.
So, can you stop losing customers?
Yes, you can do so with complaint management software.
Complaint management software automates everything on the business’s part. It may help you counter the complaint and provide a suitable solution promptly. However, most businesses refrain from relying on software because of cash issues. They delay the purchase and constant complaints impact the business growth. Do not panic anymore.
Instead, identify the best ways to finance your needs. Research according to your business needs, affordability and credit score. Individuals with poor credit history may get startup business loans for bad credit on guaranteed approval in the UK marketplace. It helps businesses with limited operating history, revenue or debts to get instant cash assistance. You may get one instantly with the best affordability.
You can finance the software costs instantly. It is helpful if the rates fall and you need instant money. The software eases up the load and answers customer’s queries 24/7. You can sleep peacefully without losing customers. Thus, it’s a worthy investment. You would not regret it.
7) Record the customer’s feedback
Your customer complaints could be a base for your company policy improvement. Encourage reviews from the customers sharing complaints. Ask them – how we can improve your experience. You may get some useful insights that you missed earlier.
For example- if a customer complains about the unsatisfactory fan speed and compares it with your competitor. You can improve. You will invest in the best team to design the best fan that matches customer expectations.
If it means investing more with limited finances, do not worry. Never leave things in between check options that may support you. A startup with limited finances and debt may lease equipment or technology for a long time. Financial options like long-term loans for bad credit from a direct lender may help. You can get a flexible sum with a repayment term of up to 7-15 years. Identify the best interest rates to qualify for.
Bottom line
These are some ways to solve customer complaints impact fully. Having facilities like the latest software, technology, and other aspects eases the deal. It helps you analyse concerns and provide a suitable solution.
In business, customers matter the most. Thus, knowing their pain points, struggles, and constant complaints helps you win better.
Anna Johnson has more than 11 years of experience in direct lending industry of the UK. She is the Senior Content Editor at 24cashflow where she is leading a large team of loan experts. During her career, she has helped the loan aspirants to use the particular loans in the best way and improve their financial lives and status.
Anna Johnson is known for her in-depth research of the UK loan marketplace, as she has worked with many major lending firms in her career. During her educational phase, she has done a research on ‘Finance Fundamentals for Growing Business’.