Complaints handling is essential for any customer-facing business. Not only does it allow your clients to give you valuable feedback about their experiences, it also allows you to identify issues in your products or services and make improvements.
To make the most of these benefits, you’ll need an efficient complaints handling system. If your system is old and outdated, then you’re missing out.
In this blog, we’re stepping through some costly mistakes of ineffective complaints handling, so that you know how to avoid them.
Underestimating the power of complaints
Many companies view complaints as a handful of pesky customers whining about minuscule issues. However, this isn’t usually the case.
Complaints can be incredibly advantageous to your business and presents an opportunity for improvement within the company to increase customer satisfaction. If a company does not see the value in a complaint, it’s likely that their complaints process won’t be as comprehensive as it should be.
Failing to rebuild relationships
The most crucial aspect of complaints handling is rebuilding relationships with your customers. If you are not taking the time to listen to their concerns, empathise, and find a solution that suits them, then you are making a big mistake.
Being difficult to contact
Not being accessible to your customers is a big mistake. If it’s not easy for customers to contact you on numerous channels, then you will have failed to manage complaints before they are even received.
Ensure that your complaints process is readily available to your customers and in a way that makes them feel like their feedback is welcomed and valued.
Ignoring root issues
Apologising and fixing the immediate issue may be a good place to start, but if you ignore the underlying problems that have caused the problem, it is going to work against your company. Identifying the root cause of the complaint and taking steps to resolve it is the best way to ensure that you do not have repeat complaints. It also helps to make sure that your other customers are not experiencing the same issues.
Customers are much more likely to share a bad review than a positive one, so demonstrating that you have gone the extra mile in resolving their issue is going to be hugely beneficial for everyone involved.
Lacking insight
If you have a poor complaint management system, then you will lack insight into your business. A good complaint management process allows you to identify issues in your products or services and find ways to improve. It allows you to innovate and continuously improve your business to better serve your customers.
Using ineffective technology
Using spreadsheets and disconnected documents leaves companies with inadequate communication across their business, something that can significantly worsen the complaints handling process.
By using this industry-specific and centralised software, you are guaranteed to improve your complaints handling process.
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.
