Unfortunately, we aren’t perfect… which is why customer complaints are inevitable in any business.
However, the way you respond to and resolve these can be enough to right your mistakes and keep your customers happy and your reputation shining.
There is always room for improvement in complaints resolution processes… here some ways that you can:
Integrate Your Communication
Your complaints process should be known and accessible to those that need to use it.
It won’t help anyone if you have poorly managed, offline filing systems that don’t appropriately organise relevant communications.
A good Complaints Management Software will intuitively file all of your complaints and all communications relating to them from the first contact right up to resolution. By having it all in one place, it doesn’t matter who the complaint needs to be passed on to as it progresses… all required information will be at their fingertips.
Act Quickly To Start The Resolution Process
When a customer complains, it’s not a good look if they don’t hear back within a reasonable time.
Usually, customer want 3 things when they complain:
- To be listened to
- An apology
- A quick solution
By starting up your resolution process as soon as the complaint is received, you’ll delight your customers and keep them loyal to your company.
Up Skill Your Staff In Complaints Processes
If your employees aren’t equipped with the skills to deal with complaints quickly and effectively, you aren’t going to have happy customers.
Your customer complaints resolution process will be much more efficient when you up skill your staff with the soft skills and software knowledge required to solve complaints well.
With Causia's™ complaints software Complaints Pro™, this training will be that much faster.
Complaints Pro™ is made to be intuitive and user-friendly for complete ease of use and will take less than 15 minutes for anyone to get their head around it.
Focus On Prevention Of Customer Complaints
The best way to deal with a complaint is to prevent it happening at all.
While a current complaint won’t be able to be prevented, it is possible to avoid future complaints of a similar kind. This can be achieved through fixing root causes and righting systemic issues that cause the frustrations that customers raise.
An intuitive complaints software solution (like Complaints Pro™) has built in systems to locate these issues and offer solutions to the problem.
Understand Your Obligations
In Australia, certain industries have to comply with certain standards of customer complaints management, such as the financial services industry.
Compliance is easy when your software understands the requirements that you need to meet.
Complaints Pro™ by Causia™ is Australian made and industry specific, with all relevant features built in to make compliance easy!
If you want to know more about our software, get in contact with the team at Causia™ or book a demo today!
