Receiving customer complaints can be disappointing and frustrating. You’ve worked so hard to get your business up and running, and yet, your customers aren’t happy.
Instead of seeing complaints as a negative, why not turn them around and look for ways you can improve your business? Complaints can highlight issues in your products, services or processes and give you insight into your customers’ experiences.
Here’s five ways to reduce customer complaints for your business.
Good Customer Service
The top reason why customers complain is due to slow, rude, or sloppy customer service. No one likes waiting ages for their pizza or being left on hold on the phone.
No matter if your business is a fast food franchise or an insurance company, customers want fast, timely and efficient service. Remember your employees are the face of your business, if they provide poor service, it will reflect your overall reputation. The best way to reduce the chance of complaints is to always provide good customer service.
High Quality Goods or Services
Another major reason why customers complain is because your products fail to meet their expectations. If your product is faulty, difficult to use, breaks easily, or is of low quality, this can cause customers to complain.
Avoid this issue by taking the time to produce high quality products from reliable materials that satisfy your customers needs.
No Hidden Costs
Another major point of friction with customers can be if they are charged unexpected costs. Hidden costs, sneaky up-sells, complex payment methods, expensive shipping and unclear pricing policies all can contribute to a customer’s frustration with your business.
This can be a common reason why customers abandon your store for a competitor. Avoid this issue by having clear pricing and shipping policies throughout your website and store.
Smooth Customer Experience
Providing a smooth customer experience is important for delighting your customers.
Ensure that your website is easy to navigate, and that your checkout process is simple and efficient. This will help to reduce hurdles between your customer and their purchase. It also helps to give them a positive overall impression of your brand.
Provide Contact Details
Providing your contact details on your website and Google is crucial for building trust with your customers. Being easy to contact helps to validate your business and encourage visitors to make a purchase. Make sure that you have multiple communication channels available, like chatbot, phonecall, email and SMS, to make it easy for your customers to get in touch. Taking the time to listen to your customers’ queries and complaints is important for building relationships.
Need a Better Way to Handle Complaints?
If you’re looking for an easier way to track, manage and resolve complaints, then take a look at our software.
At Causia®, our Complaints Pro® provides a quick, cost-effective, centralised workflow for the best practice management of complaints. We can give you complete visibility and control of your complaints, incidents and risks in a single integrated solution.
Book a demo or talk to our expert team today to streamline your approach.
