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Handling Customer Complaint with 11 Best Ways!

Published 11 February 2022
Last updated 25 April 2024
Customer Complaint
Handling Customer Complaint with 11 Best Ways!

In the dynamic world of business, knowing how to handle customer complaints is not just a skill; it’s a strategic advantage.

Understanding the different types of customer complaints and the importance of addressing them effectively is the cornerstone of building strong customer relationships.

Handling customer complaints might seem overwhelming, but it’s a crucial part of running a business.

When businesses quickly and efficiently deal with customer complaints, they can make their products or services better, make customers happier, and ultimately, make their business bigger.

Go see this article that might help you find out how to handle customer complaints precisely!

Streamline your customer support process with the best Customer Service Software from Mekari Qontak

What is Customer Complaint?

A customer complaint is when a customer is dissatisfied with something they bought or experienced, like the quality, service, delivery, or price.

These complaints can happen over the phone, through email, on social media, or in person. Research by Esteban Kolsky found that 91% of dissatisfied customers don’t even complain; they just leave.

That’s why businesses should work hard to quickly and effectively deal with complaints to keep their customers happy and loyal.

The Importance of Handling Customer Complaints

Let’s dive into why handling customer complaints is so important for any business.

1. Improving Customer Satisfaction

When a customer takes the time to complain, they’re giving you a chance to make things right. Resolving their issue promptly and effectively can turn a dissatisfied customer into a loyal one.

Happy customers are more likely to come back and spread positive word-of-mouth about your business.

2. Retaining Customers

Statistics show that it’s far more cost-effective to keep existing customers than to acquire new ones.

When you address complaints well, you reduce the chances of losing valuable patrons. It’s like building a sturdy foundation for your business growth.

3. Product and Service Enhancement

Customer complaints often point out real problems with your products or services. They’re like a roadmap to improvement.

By paying attention to these complaints, you can refine your offerings and make them even better, thus staying competitive in the market.

4. Enhancing Reputation

In today’s interconnected world, news, good or bad, travels fast. Handling complaints professionally and efficiently can boost your reputation.

Customers appreciate companies that care about their concerns, and this goodwill can help you weather storms and maintain a positive image.

5. Customer-Centric Approach

Prioritizing customer complaints sends a clear message that you value your customers.

It’s a reflection of your commitment to providing exceptional service. This customer-centric approach can set you apart from competitors.

6. Learning Opportunity

Each complaint is a learning experience. It provides insights into what went wrong and how to avoid similar issues in the future.

This continuous learning process can help your business evolve and adapt to changing customer needs.

7. Building Trust

Trust is the foundation of any successful business relationship. When you address complaints honestly and effectively, you build trust with your customers.

Trust leads to loyalty, and loyal customers can be your most vocal advocates.

Customer complaints may not be the most pleasant part of running a business, but they are undeniably vital.

They offer opportunities for growth, improvement, and building lasting customer relationships. Embrace them as stepping stones to success, and you’ll find that your business thrives in the long run.

Type of Customer Complaints

Customers can have various types of common complaints. Here are some examples:

  • Product Problems: When there are issues with a product’s quality, durability, or how it works.
  • Service Concerns: When customers feel they received poor service or the company wasn’t responsive.
  • Billing and Payment Issues: Complaints about billing mistakes, incorrect charges, or payment problems.
  • Delivery Problems: Issues with delivery times, shipping costs, or damaged or missing items.
  • Technical Support Troubles: Complaints about issues with technical support or getting help with issues.
  • Online Service Complaints: When customers face issues with online services like website issues, order troubles, or account issues.
  • Discrimination or Harassment: Complaints about mistreatment or discrimination by employees or other customers.
  • Social and Environmental Concerns: Complaints related to a company’s impact on society or the environment, such as labor practices or sustainability.

How to Handle Customer Complaints?

Handling customer complaints effectively is crucial. Here are steps to take:

  1. Listen Actively: Listen to the customer’s complaint without interruptions to understand their issue better.
  2. Apologize: Acknowledge their frustration and apologize for the inconvenience, showing you take their concern seriously.
  3. Take Ownership: Assure the customer you’ll resolve the issue, building trust and commitment.
  4. Be Empathetic: Show understanding and empathy to de-escalate the situation and make the customer feel heard.
  5. Find a Solution: Identify the problem’s cause and offer a fair solution, like a refund or replacement.
  6. Follow Up: Check with the customer to ensure satisfaction and gather feedback.
  7. Keep Records: Maintain complaint records for future reference and pattern recognition.
  8. Use Feedback: Analyze complaints to improve products or services and enhance the customer experience.
  9. Be Patient: Stay calm when dealing with upset customers, maintaining professionalism.
  10. Stay Positive: Thank the customer for their feedback, showing willingness to assist.
  11. Use Technology: Utilize CRM software to manage and track complaints, improving problem-solving processes and identifying trends.

Also Read: Understanding What is CRM Software

Customer Complaints Examples

Customer complaints are not roadblocks but stepping stones to improving your services and building stronger customer relationships. We’ll examine common customer complaints and provide you with actionable, customer-centric responses.

To help you understand better about where is the customer complaints come from, here are some common examples that businesses should be aware of:

1. Long Wait Times

Customers want quick responses and dislike waiting. Lengthy customer support hold times can lead to complaints and potential customer loss.

Studies show that after about two minutes, many customers hang up, and 34% won’t call back.

To avoid that worst case, this response template might help you:

Dear [Customer’s Name],

I’m sorry to hear about your wait time on our customer support line. We understand your time is valuable, and we’re actively working to improve our response times. We appreciate your patience.

Best regards,
[Your Name]

2. Out-of-Stock Products

While selling out is usually good, it can also lead to complaints if customers can’t find what they want. Keeping product stock levels high is vital to avoid this issue.

The response you can take for this issue is:

Hello [Customer’s Name],

We apologize for the inconvenience of our product being out of stock. We’re doing our best to restock it quickly to ensure you can get what you need. To cure your worries, we will contact you if the product has been restocked. Thank you for your understanding.

Warm regards,
[Your Name]

3. Delayed Deliveries

Customers expect speedy product or service delivery. While delays happen, informing customers about them can lead to positive feedback and fewer complaints.

You can assist this issue with this response:

Dear [Customer’s Name],

We’re truly sorry for the delay in your delivery. We’re investigating the cause and will do our best to prevent it from happening again. If there’s anything we can do to assist you during this delay, please let us know.

[Your Name]

4. Defective or Damaged Products

Poor-quality products or services, like damaged items or inaccurate descriptions, often trigger complaints. Checking for defects or damage before selling is crucial.

To handle this situation, you can respond to this complaint with this following template:

Hello [Customer’s Name],

We apologize for the quality issue you encountered. We’re committed to making this right. We’ll either replace the defective product or issue a refund. Please inform us of your detailed order and the contact that we can reach.

Your satisfaction is essential to us.
Best regards,
[Your Name]

5. Poor Service

Customers want satisfying service experiences, but sometimes they encounter the opposite. This includes representative behavior, tone, and timing.

Poor service can make customers feel their needs aren’t met and lead to complaints about your business.

You can fix the poor service issue with this response:

Dear [Customer’s Name],

I’m sorry to hear about your less than satisfactory experience with our service. We’re taking steps to improve our service quality, including additional staff training. Your feedback is crucial to us.

Warm regards,
[Your Name]

6. Repeating Explanations

Customers can get frustrated when they have to explain their problem to a new representative. Paying close attention to customer complaints can prevent these frustrating experiences.

To handle customer’s frustration within this condition, you can reply with:

Hello [Customer’s Name],

We understand how frustrating it can be to repeat your concerns. We’re working diligently to improve our internal processes so that you won’t have to go through this again. Thank you for your patience.

[Your Name]

7. Diverted Calls

Getting transferred to another number and waiting a long time can be infuriating for customers. They dislike having to explain their issue from scratch to someone new.

For this issue, you can give your best response like:

Dear [Customer’s Name],

We apologize for any inconvenience due to call redirection. We’re actively working on streamlining our call routing to ensure a smoother experience for you.

Best regards,
[Your Name]

8. No Social Media Response

Customers often turn to social media for inquiries and expect quick responses. Treating social media as a customer service channel is vital to avoid customer complaints.

To clean up the mess on this complaint, you can respond to your customers with:

Hello [Customer’s Name],

We’re sorry for the delay in our social media response. We’re treating social media as a customer service channel and will respond promptly to your inquiries in the future. Thank you for your feedback.

Warm regards,
[Your Name]

Also Read: WhatsApp for Customer Service – A Guide for Businesses

9. No Solution on First Call

Customers expect their issues to be resolved in one call. Most complaints can be fixed during the first call, and failing to do so can lead to more complaints.

This issue can be taken care of with:

Dear [Customer’s Name],

We regret that we couldn’t resolve your issue during your first call. We’re enhancing our training and support processes to increase the likelihood of first-call resolutions in the future.

[Your Name]

Also Read: Understanding What is Call Centre

10. Lack of Follow-Up

Neglecting to follow up on customer complaints can lead to more dissatisfaction and additional complaints as customers feel their issues are forgotten.

To get your customer’s trust back, this template might help you:

Hello [Customer’s Name],

I apologize for not following up on your previous complaint. We’re implementing a system to ensure we proactively check on the resolution of all customer issues. Your feedback is essential in helping us improve.

Best regards,
[Your Name]

11. Requests for New Products or Features

Occasionally, customers may request additional products or features if your current offerings don’t meet their needs. This can be an opportunity to enhance your product or service based on customer feedback.

To handle this issue, you can respond to your customer with this reply:

Dear [Customer’s Name],

We appreciate your input regarding additional products or features. Customer feedback like yours helps us grow and meet your needs better. We’ll consider your suggestion in our future product development.

[Your Name]

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