Last modification on July 18, 2021 by Loïc Frissard
After purchasing and using your product or service, satisfied consumers will definitely give positive reviews and recommend them to others. On the other hand, dissatisfied consumers will certainly be disappointed and complain. This unhappy consumer will become a serious problem if the problem is not handled properly. They will be less likely to buy your products or use your services in the future, but may also give bad reviews about your business to other people and on the web. Therefore, it is important to know how to handle customer or consumer complaints.
Dealing well with harassment from unhappy customers
Online reputation has a strong impact on business sales, especially for online sales sites. Online businesses depend very heavily on the image reflected on the internet; it would be a shame if this were tainted by negative opinions from dissatisfied users. It is therefore essential to pay attention to customer satisfaction as this article from Net Offensive Blog explains very well. A customer whose problem was not dealt with in time may take it into his head to make you “pay” for it on the web.
Regardless of how you handle them, complaints from unhappy customers can actually be a good opportunity for you to improve the quality of your business. We believe that customer reviews can contribute positively to the business when handled correctly. However, this only happens if you work to quickly resolve the mistakes you have made.
Listen
Customers have different ways of expressing their complaints. Some are fiery, others critical. Some may even use harsh words and harass you with messages. But surely the first thing they really want is for their complaints and opinions to be heard. Even if you already face the same problem and complaint from different customers on a daily basis, try to listen to their wishes and let them speak until the end so that they are relieved. It can be difficult to remain impassive in the face of criticism, especially when it is harsh, but an emotional response will only further irritate the customer and damage your reputation. The first thing to do is listen and let them talk. If you cut them down the middle or try to contradict them, it will only make the situation worse.
Apologize
After listening or reading their complaints, you need to let your customers know that you care about what they are saying. Admit that you made a mistake. Remember to immediately apologize for any inconvenience caused by the mistake. Also say that you will resolve the error on the specified date.
However, if it turns out that the customer’s complaint was not due to your mistake and there was a misunderstanding, you should still apologize for the misunderstanding and tell the customer that you understand how the problem may disappoint him and try to explain politely to your client.
Show empathy
Complaints don’t always stem from errors in companies’ products and services. This can sometimes be due to customer negligence, customers who are less educated on the functions and modes of operation of the product, or other non-technical matters. Despite this, the team responsible for handling complaints must apply three rules:
- Don’t dismiss it yet
- Don’t be defensive or pushy
- Do not monopolize customers
Empathy is an important thing to emphasize when handling complaints.
Empathy can also be a good means of communication. One of the best ways to show empathy is to use the sandwich technique in your communication with the customer. Try to validate the problem, explain the problem in the middle and give a solution at the end.
For example, if you have customers who complain about the length of product delivery, the 3-statement sandwich technique can be applied as follows:
- Statement 1: We apologize for the delay in receiving the item,
- Statement 2: Delay caused by shipping problem due to Covid-19 situation.
- Statement 3: Next time we will make sure the product will be received on time, if in the future there is another delay, then we will offer you a discount voucher.
Offer winning solutions
When your client has calmed down, try to offer them a number of solutions to the problems they are facing. This solution should be a win-win for you and the customer. You cannot give a solution that is just a formality and does not solve the customer’s problem.
If you’re not used to hearing complaints from unhappy customers on a daily basis, reviews often cause panic. A little panic is okay, but don’t let it make you “stiff” in your dealings with customers. Position the client as a friend who needs your attention so that you can be more flexible in your treatment.
For example, if you give out a coupon, make sure its real value makes sense to customers. For example, a $75 coupon for a minimum transaction of $400 makes customers skeptical and looks like you’re trying to force them to buy again. Instead, you can offer a more reasonable solution. For example, discount coupons with no minimum order or free replacement of a new product.
Complaint handling must be distinguished from sales transactions. If customer complaints end up being satisfied, they will definitely be loyal to your business and generate greater value for your business.
Take full responsibility for complaints
Avoid blaming complaints on a staff member. Your customers will be upset and will not feel cared for. Ideally, you and your team should always ensure that the person responsible for the file is always informed of the procedures, and is the point of reference with the client to deal with the situation. This will give the impression that your business is professional and that customer complaints are taken seriously.
Follow-up with your customer
Following up with your dissatisfied customer after finding a solution may be the last thing you want to do, but it’s the extra gesture that could give them a good impression of your business. You may have already provided a solution to the customer, but the complaint still needs to be closed for the customer to be truly satisfied and helped. If your company consists of multiple sales teams, handling first-level complaints will be handled by the sales team, while more serious cases will be handled by customer relations staff.
Save complaint history as an evaluation tool
Complaint management or handling is not limited to resolving customer complaints. You should record the history of complaints as a periodic assessment of the quality of your products and services. History of complaints and tickets subject to evaluation and analysis by management. This will be very beneficial for your business in the long run. Some things to note in customer complaints:
- Description of deadlines and customer complaints
- Complaint Type Category
- Claim deadline
- Complaint tracking
- Customer Complaint Feedback (Closing Complaint)
Customer complaints are certainly not a pleasant thing, but they must be handled correctly, seriously, quickly and accurately. With intelligent handling, these complaints can go from being a problem to becoming an asset that you can make the most of when evaluating your own products and services.
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