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5 Methods of Professional and Effective Customer Complaints Handling!

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Customer complaints are inevitable in business. Every business owner is bound to face them at some point. How you do customer complaints handling can have a huge impact on customer satisfaction and your business image.

In this article, we will comprehensively discuss how to handle customer complaints well both offline and online.

Why Addressing Complaints is Important

In business, it is important to understand and appreciate how crucial it is to handle customer complaints well. Their complaints are invaluable feedback, and how you respond to them can have a huge impact on the success of your business.

We will explain in more detail why handling complaints well is so important below:

1. Improving Customer Satisfaction

One of the key benefits of handling customer complaints well is increased customer satisfaction. When customers feel that their complaints are heard and handled effectively, they will feel valued and cared for as individuals.

This can create a strong bond between the customer and your business. Satisfied customers are likely to remain loyal and may even become advocates for your business, recommending your products or services to others. Customer satisfaction is the foundation of long-term business success.

2. Improving Company Image

The way you handle complaints also has a direct impact on your business image. If you consistently handle complaints professionally and well, your business will be seen as an entity that cares about customers. This creates a positive reputation that can attract more customers.

Conversely, if you ignore or trivialize complaints, it can damage your business reputation. Negative reviews or bad experiences shared by customers can quickly spread and hurt your image in the eyes of potential customers.

Moreover, in today’s digital age, sharing customer experiences quickly through social media and online reviews can have a huge impact on your business image. Therefore, managing complaints well is one of the best ways to ensure that your business maintains a positive image and avoids losses due to negative publicity.

Read Also: How to Measure Customer Satisfaction in the Industrial Era 5.0 and its Indicators

Offline Complaints Handling

How to Handle Customer Complaints

Handling customer complaints either online or offline is a crucial aspect of maintaining customer satisfaction and maintaining a positive image of your business. In this section, we will explain the essential steps in handling complaints well, whether they come in person or through other offline platforms.

1. Ask for an Apology from the Customers

An important first step is to apologize to the customer immediately, even before their complaint is made or formally reported. This is an action that shows that you care about the customer’s comfort and value their time and experience.

2. Listen to Complaints

When a customer starts to complain, it is important to give them your full attention. This includes listening patiently, avoiding interrupting, and actively listening to what the customer has to say.

3. Quickly Respond to Complaints

When the customer has expressed their complaint, it is important to respond quickly. This shows that you care and value the customer’s time. Provide a clear response, and if possible, give an estimated time when the issue will be resolved.

4. Solve all Customer Complaints

The next step is to offer an appropriate solution to address the complaint. Clearly explain how you will resolve the issue, and make sure the solution offered is appropriate to the level of the complaint.

5. Perform Extra Maintenance

Sometimes, there are some cases of customer complaints that drag on. In situations like this, it is important to go the extra mile. You need to make your customers feel special and valued.

Read Also: 7 Effective Ways to Increase Customer Satisfaction in the Digital Era

Common Complaints

In business, there are different types of complaints from different customers. Knowing these types of complaints can help you prepare strategies to handle them well.

Here are some examples of frequent customer complaints:

1. Slow Service

One of the most common complaints from customers is slow service. This includes long wait times at restaurants, long lines at the cashier, or untimely responses from customer service.

Customers want to feel valued and don’t want to waste time. They often get frustrated if service is slow, and this can disrupt the overall experience.

Here are some ways you can address complaints about slow service:

  • Improve efficiency in your services.
  • Make sure your staff are well trained and can provide fast and efficient service.
  • Provide customers with information about possible waiting times so they have realistic expectations.

2. Defective Product

Complaints about defective products are a serious matter. Products that do not function properly or have manufacturing defects can severely disrupt the customer experience. This can include broken items, malfunctioning electronics, or products that do not match the description.

Several methods can be done to reduce or resolve complaints about defective products, including:

  • Accept returns of defective products and offer replacement or repair.
  • Ensure your products undergo strict quality control before being sold to customers.
  • Train your staff to address such complaints quickly and effectively.

3. Dissatisfaction with the Price

Customer complaints are also often related to price. Some customers may feel that the price of your product or service is too high for the value received. They want to get value for money.

Below are some effective ways you can address complaints about price:

  • Explain clearly why the price of your product or service is worth the quality or benefits they get.
  • Provide more affordable pricing options where possible or offer discount programs or special promotions.
  • Listen to customer feedback on pricing and consider revisiting your pricing policy if necessary.

Read Also: 8 Indicators of Customer Loyalty and How to Form Them

How Technology Solves Customer Complaints?

The latest technology has an important role to play in helping businesses to handle customer complaints more efficiently and effectively. Here are five ways in which technology can assist in addressing complaints:

1. Automatic Customer Service

The adoption of chatbots and automated customer service systems allows businesses to respond to customer complaints instantly. Chatbots can provide quick answers to common questions and provide early solutions to customer problems. This reduces customer waiting time and ensures that their complaints are attended to immediately, which can increase customer satisfaction.

2. Customer Ticket Management

A customer ticket management system allows businesses to track and manage complaints in a structured manner. Customers can submit tickets through various channels, such as email, text message, or web form, and the system will assign a unique ticket number to each complaint. This makes it easier for the customer support team to monitor and address each complaint in a more organized manner.

3. Customer Data Analytics

Analytics technology can help you mine customer data to understand trends and patterns in complaints. This helps in identifying issues that may occur repeatedly, and businesses can take proactive measures to address the root cause. Data analytics also helps in improving the overall understanding of complaints.

4. Cloud-based Customer Service

Cloud-based customer service platforms allow customer support teams to access customer information and complaint history from anywhere. This enables faster responses, especially when customers contact from different regions or channels. In addition, the cloud platform keeps data secure and easily accessible, allowing customers to get consistent information.

5. Real-Time Customer Feedback

The latest technology also allows businesses to collect real-time customer feedback. For example, online surveys and customer ratings can provide insights into the customer experience in real-time. Through prompt feedback, businesses can respond to complaints more effectively and make necessary improvements in no time.

Understanding the types of complaints that often arise allows you to be better prepared to handle each of your customers properly. It is important to take every complaint seriously and strive to resolve it fairly and efficiently. This will help maintain customer satisfaction and maintain a positive image of your business.

Read also: 8 Examples of Using Face Recognition Technology in Industry

Handling complaints well is key to improving customer satisfaction and maintaining your business image. Listen to complaints well, provide appropriate solutions, and resolve problems quickly.

One effective way to reduce complaints and increase customer satisfaction is by utilizing Eendigo as a leading user experience service provider. Why is that?

Eendigo has extensive experience and expertise in user experience (UX). We understand how to create a satisfying customer experience, from the first interaction to the last transaction. Utilizing our expertise allows you to ensure that every aspect of customer experience in your business is optimized for convenience and satisfaction.

Not only that, Eendigo also can structure solutions that are tailored to your business needs and your customer profile. We can help you identify customer segments with the highest intensity of customer complaints and devise customized strategies to improve your customer experience.

Interested in trying this service? Contact us for more information or click here to get a free trial version of Eendigo’s flagship product!