Did you ever get a negative review from someone you’ve been doing business with? You probably did. Most businesses have faced a bit of backlash through their journeys and interactions. But many customers still chose to stick around. How so? Well, it’s simple. If you learn how to handle customer complaints (and react fast), you’re likely to be recognized as a reliable partner who gives the extra effort to please & appease the interested party.
There are a few pretty smooth and fail-proof tactics you should use to take care of each client or purchaser. And this guide will offer you some tested ways to overcome your hardships and misunderstandings and get amazing results!
What is the correct way to handle customer complaints?
Excellent customer service is a massive advantage. If you go the extra mile and grant superb experiences to each new, loyal, or potential buyer, you’ll sweep the competition and reach your prize! However, no matter how hard you try and how awesome your customer service is, something can always go wrong. And yes – you will unquestionably need to find clever ways to handle customer complaints.
So, first: a purchaser might be completely off the course and get your product or service entirely wrong. But still, you are the one who will need to do what’s right. And so, to untangle the mess and avoid chaos, you have to listen to what bothers them. Listen closely. That’s the ultimate step you need to take in order to work things out.
Then, follow this roadmap:
- Make sure to identify the types of customers you’re dealing with,
- Ask the right questions and strive to get a complete insight into what they’re struggling with,
- Offer a solution, and be there afterward to ensure that the issue is fixed.
Each time you face criticism, don’t panic. Follow these steps and take notes. Every time you deal with a dissatisfied buyer or client, write down what the issue was and which were the actions you took. That way, you will keep a record of your efforts and use them as guidelines for all future situations.
No good practices: ridiculous customer handling errors that will make you fail big time
Are you ready to get scared? According to the studies and surveys, nearly one-third of consumers would consider switching companies after just one poor customer service experience. Now, what is the thing that could annoy any buyer and make them want to run for the hills? The list of no-good ways to handle customer complaints is quite long. But these are the key enemies of a firm bond & lasting collaboration:
- Taking too long to respond,
- Not paying enough attention to the first touchpoint and coming short when you must offer an alternative or a solution,
- Failing to show empathy and not being pleasant,
- Lacking basic customer service skills, industry knowledge, or information about the product or service in question,
- Neglecting the massive importance of tracking your success and not measuring customer service,
- Not asking each buyer for their valuable feedback,
- Doing everything manually and taking too long to finalize some of the simple tasks that impact the overall experience.
So, if you don’t watch out for these factors, your reputation, brand, and profit will be in danger. Just make sure to come up with a strategy to review and renew your approach when it comes to these key aspects. That way, you will secure better results and attract returning customers easily!
What are the 5 steps to handling a customer complaint?
Now, we’ve seen what the right way & the wrong way to handle customer complaints is. We mentioned the key aspects you have to keep an eye on in order to avoid negative reviews and lower churn rates. But which are the steps you simply have to take? How do you secure the best way to deal with each purchaser or client? Take a sneak peek into these five essential moves.
Listen closely & do your best to understand a customer
Studies show that 67% of customer churn can be easily prevented if a business resolves the main issues the first time they appear. Keep that in mind and start to detect and eliminate problems from the first step. And, as we said, this initial step means you must listen closely. Surely, it sounds like a brilliant idea to respond as fast as you can. However, it’s better to take an extra moment and truly understand the point in question.
And in order to do it more efficiently, feel free to cover some additional ground by asking customers to provide an example or expand their claim a bit further. Finally, ask yourself a set of your very own questions as well. Like, why is this particular complaint significant? Or, what other information is necessary to resolve the issue?
So, be prompt, but be even more meticulous and careful.
Show empathy and create a strong bond
So, what attracts and keeps a potential client or buyer in the first place? What is that magical thing that draws them toward your business? Although it’s difficult to name a single perk that will help you stand out and secure a fantastic experience for your target crowd, one thing is certain. Understanding, genuine interest, and empathy are what each consumer appreciates the most. Be sure to put yourself in the customers’ position to create a more firm bond between you. That way, you will instantly become more reliable and understanding. Help them know that they were heard and that you’re on your way to deal with their trouble.
Offer a simple solution
According to Statista, ease of resolution is one of the key things that make or break a positive experience for most customers.
So, you definitely need to offer a key to solving their problem. While you are at it, make sure to focus on what you can do instead of what you cannot. This should be your mindset and mantra: there is always a solution – even if it is not precisely what they are requesting. But if you set your mind on what you can do vs. denying customers their much needed remedy, you have played the cards right. Because simply granting a new option is acceptable enough, and it can fix the situation.
Help them manage the issue
Once you’ve spotted the main cause of the customer’s complaint, discovered a most effective solution, and sent it to the customer, it’s essential to confirm that the resolution you offered truly solved the problem. You can do so by adding a simple line in your email or text, where you’re being extra accessible and willing to be there further down the line. You should say that the solution was tested by you and assure them that it’s all good and ready to be used. At this point, it is best to add a screenshot or attach another type of proof that it’s all fixed.
Because being helpful isn’t a short-term thing. Stick around and show interest.
Follow up with customers regularly
In some cases, it is best to reach back out to the customer after a few days. Text them to make sure that everything is fixed.
Also, you should consider monitoring the satisfaction ratings you receive. You probably have customer service software that will help you collect and assess these reviews. Track your record and make strategies accordingly.
Negative feedback could be a sign that there are still some issues that need to be handled. Although there will be times you’ve done everything you can, the customer will still leave upset. That’s not a real crisis or a valid reason to enter panic mode – just keep an eye on these reviews as well.
Bonus tips: How do you handle demanding customers?
If you’ve been in charge of a business for a while, you’ve witnessed that customers’ demands keep on rising. Some of them can even be labeled as unrealistic. However, you must stay on top of the situation. So, how do you handle difficult customers? Here are a few tricks:
- Look over the facts instead of focusing on feelings,
- Stay calm at every moment although you might (and sometimes – should) feel angry,
- Offer them multiple options and be truly helpful when it comes to solving their problems,
- Be careful when selecting a channel of communication and stick to it,
- Give clear and honest answers,
- Ask for support from your team.
An angry, troublesome customer who turns down any help is always a tough cooky to crack. And although they can represent quite a challenge, there are ways to handle them.
Outsourcing is an efficient way to handle all customers & boost their experience
How to handle customer complaints in a call center? There is another effective way you should consider. Call center outsourcing is possibly the best way to deal with this crucial business aspect. As we know, there are many benefits of outsourcing. Companies of all sizes do it. They select reputable BPO partners to handle their software development, HR services, accounting, marketing, and more. But handing this particular domain over to a reliable third-party team is almost always a great idea. First, you will find all the essential communication skills and industry knowledge to be quickly accessible. Then, you will save a lot of time & also save lots of money. And a collaboration with a skilled squad will help you boost your brand and increase loyalty toward it. In addition to retaining customers, you will attract new ones much more smoothly. And finally, your in-house employees will have more time and energy to direct their attention toward other crucial tasks and parts of your business.
Follow this guide & learn how to handle customer complaints effortlessly
Knowing how to handle customer complaints (even the tricky, unfair, or irrational ones) is the key to a successful future. Make sure to be very patient and always keep on looking for new ways to enhance your approach. Whether it is about the improved set of skills or finding a more suitable tool, just make sure to do it. And don’t forget to follow these simple guidelines.
