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How To Handle Customer Complaints The Right Way

April 16, 2021
Bill Kimball

customer complaints

A satisfied customer may share their experience with limited friends, while a dissatisfied customer may get on social media and share their experience with thousands of followers. Find an effective solution – Empower your customer support team to respond to customer complaints by avoiding them from transferring them to senior managers. 70% of the customer’s journey is dictated by how the customer feels they are being treated. Generally, customers move to other brands because they are put off by an untrained or rude support team.

customer complaints

Next, let’s look at 5 specific strategies that help to improve a customer’s experience. This one isn’t necessarily a complaint but is something that customer service teams encounter on a daily basis.

According to the Zendesk Customer Experience Trends Report, nearly 60 percent of customers said being put on hold is the most frustrating aspect of a service experience. We interviewed customer complaint management guru, Jonathan Brummel, to discover what steps a business can take to resolve customer complaints. Customer complaints are usually rooted in legitimate problems. Even if you feel like you’ve done everything right the first time, you should always take every customer complaint seriously. Since we’ve gone over tips on how to handle customer complaints, let’s go ahead and take a look at the most common customer complaints and how to solve them.

How You Should Handle A Customer Complaint

For the best results, reps should be able to offer some solutions without a manager’s approval — for instance, refunds or replacements under some circumstances. Solving the problem should be as easy and effortless for the customer as possible. Do not force your customers to go through a poorly setup AI – that’s a good way to drive them into the arms of a competitor. The thing about saying “I’m sorry” is that a lot of people won’t believe you – and even more importantly, you may not even mean it. Your goal is to genuinely want to end your conversation with a sincere apology and yet appreciation for your customer.

“Lack of follow-up will 100 percent destroy the rapport and goodwill you’ve built with your customer,” says Brummel. Once you understand the problem at hand, follow up, and determine the best path forward to resolve it. Customers will complain about situations that are beyond your control.

customer complaints

Also, don’t offer excuses — they don’t want to hear it, instead, accept the problem and apologize for the issue. With the right approach, you will be able to use them to your advantage and take your business to a new level. I also believe that straight up apologizing and following-up is the absolute best tactic. And yes, I do believe that speed will help solve a customer complaint faster. Research shows that customers value quality over speed, however, there’s nothing worse than a customer complaining and not being acknowledged.

Customer Complaint: you Dont Seem To Care

Documenting them can help you identify flaws, issues, and trends. It could be a product glitch that you need to immediately address. Or maybe it’s a campaign-specific complaint that your marketing department can look into.

First, it could mean that your customer demand is too high for your customer service team. In this case, you should consider hiring more reps to meet the needs of your call center. In the meantime, your reps should apologize for the long wait times and work to ensure first call resolution. When drafting a written statement to respond to a customer’s concern, the same basic rules apply as when talking to a customer over the phone or face-to-face.

Links to 3rd party products, services, or sites may be affiliate links or sponsored. Even though you might feel like you’re letting a customer down, committing to honesty and transparency is imperative. Be real with that customer and remember that you’re not a human Google.

That’s where a well-organized, searchable knowledge base can help. A chatbot is a great solution to expanding your support hours. Chatbots work best when used in conjunction with human agents. When agents are off the clock, a bot can handle the more simple questions the come in.

How To Respond To Customer Complaints

Nobody likes to handle customer complaints, but these sometimes painful occurrences can be a chance for you and your business to shine. This is your opportunity to create a happy and loyal customer for life. In the case of every business, it will be very helpful to satisfy customers. I agree upon the fact that the Customer Complaints Are Good For Your Business but only if you can resolve the soon after they raised it, otherwise it will drag your business to a very bad condition. The customer complaints gives you an idea about your business that what need to be done to make it more better. Steven, Do you think how prompt customer’s complaint are addressed and solved can also be an issue ?

  • Also, don’t offer excuses — they don’t want to hear it, instead, accept the problem and apologize for the issue.
  • Complaint analysis is used to track, categorize and handle customer complaints.
  • A statement such as this from the get-go lets your customer know that you truly care and that you are ready to listen.
  • When all is said and done, you can’t dwell on customer complaints in order to move on and forward with your next tasks on hand.
  • Then make sure to follow up with them a few days later after you’ve resolved the problem.

Absolutely right, customers deserve the beat that can ever come out of any company and for real, if a customer must present a complaint, then it’s as a result of some dissatisfaction somewhere. Customers complaint handling personnel need to be quick addressing complaint if they are to re-commence business with complainers as soon as possible before the business can lose an extra dollar. P.S. If you’re looking for further tips on how to improve complaints, download the free customer service email templates white paper. In doing so, you are on your way to creating more loyal customers, improving your product and delivering a better quality of customer service. However, the way you handle a complaint is the difference between keeping a customer or losing one. So, the next time you receive a customer complaint, listen to what the customer has to say, apologize (!), find a solution and follow up to see if he or she is happy with the way you are handling it. And there’s no better way to collect direct feedback from your customers and improve your product or service.

How To Analyze Customer Complaints

Simply put, a customer complaint can become very profitable when you can resolve their problem quickly. And for customers that don’t complain, they just stop doing business with you. According to research by Esteban Kolsky, 13% of unhappy customers will share their complaint with 15 or more people. In these cases, you should have a self-service space where your reps can direct these requests to. These product requests are valuable, but you can’t afford to have reps spending their day listening to customer ideas.

Some companies takes too much time solving customer’s problem. This can also result in bad word of mouth against that company. You can use web forms to collect complaints from your website and then use customer service software to store the complaint on each customer profile.

This old-fashioned type of marketing never goes out of style, after all. If you can afford it, give the customer a financial incentive for a future purchase.

Customers get very frustrated when they can’t talk to a live person when needed. Today’s computer-savvy customers have most likely searched for a solution themselves, and failed. They call with more complex problems, and it doesn’t help to be redirected to your FAQ page when they already know that information. If no resolution is available to make your customer happy or at the very least, content, then consider how else you can help them. Ask your local coffee shop to give these to you for free or at a reduced price as a gesture to get more people in their door.

This complaint is common for companies that don’t provide support on the weekends and global businesses that only offer customer service reflective of a single time zone. Give your customer service team the authority to handle the majority of customer complaints to avoid passing your customer onto a series of people and managers.

While I don’t believe that customer complaints are “good” in the literal sense, they do provide benefits in the long run. When these complaints come in, especially those that are common across the board, businesses have the opportunity to improve. They can pivot, thus providing better service to customers that will be likely to return. Gaining loyal customers is directly related to the resolution of claims and the treatment of customer complaints. It is important that when it comes to dealing with customer complaints, you need to consider your organizations service, quality, communication and response time. Look at the cost, billing issues and if problems are regularly followed up. They will be your guide to improve your services or products.

Customers often prefer to resolve issues themselves, so it’s a win-win. By the time a customer calls you with a complaint, they are already feeling frustrated. So being put on hold for a long time makes the problem worse.

Some don’t feel well, some have unrealistic expectations, and others may just have lousy dispositions. However, we must be honest; others may have a legitimate gripe, for somehow, some way, we may have been the catalyst that tipped the scale to take them from annoyed to cranky to downright unhappy. Second, don’t get into a back-and-forth conversation with an irate customer in a public forum. Quickly apologize and tell the unhappy customer publicly that you want to fix the situation for him or her, then move the conversation off-line to phone or email.