When we start out in business, most of us vow to avoid complaints at all costs. And, that’s a logical standpoint. In an ideal world, no company would get negative complaints. Ever. Your enterprise would run off into the sunset with a hoard of happy customers skipping behind.
But, this isn’t an ideal world, and customer complaints will come no matter what you do. In many ways, ignoring that can do more damage than good. After all, customers should be at the heart of your business, unhappy ones included. By assuming there won’t be any complaints, you’ll neglect to set a system in place. And, nothing upsets an unhappy customer more than not having an outlet. What’s more, disgruntled customers can actually be your best learning curve. They point towards discrepancies and issues you need to address.
So, stop pretending customer complaints don’t exist. Instead, set about making the path as clear for those unhappy individuals as you can. It’s the only way to cope with complaints. And, we’re here to show you how.
Develop an efficient complaint system
If you don’t have a complaint system in place, you need one. That may mean providing a customer service phone number or an email address. As your company grows, you may even want to turn to solutions such as the helpdesk software provided by Bpm Online. Options like these ensure you can manage and respond to all complaints. With customer tracking services, it also ensures angry customers aren’t annoyed further. If that sounds like something you need, you can find out more about this solution from their website, or do your own research into the matter. The main thing here is that you put a solution in place as soon as you can.
Get visible on social media
You don’t need us to tell you about the need for social media in business. But, you might not realize that this will be one of the leading platforms for complaint. Customers often post on a business’ social media page if they’re not happy. After all, this is a way to complain without going out of their way. And, given you want to do anything possible to calm those angry customers, a strong social media presence is essential. Make sure, too, that someone is managing your page. That way, you’ll never risk missing a disgruntled comment. After all, these are out there for the world to see. If you never reply, the rest of your customer base will soon lose faith.
Follow sales with feedback
You should also send feedback forms to your customers. In some cases, they may have niggles which aren’t severe enough to warrant a full complaint. Still, these could be enough to stop them from returning. By providing a feedback form, you give them a chance to air these mild concerns, and can thus respond in kind. It may be that this feedback is enough to settle the score and keep the customer in question coming back after all.
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