No matter how well you run your business, it’s impossible to keep all your customers happy all the time. Receiving customer complaints is just part of the game.
Learning how to deal with customer complaints in a timely, efficient and professional manner will help improve your business’ reputation and build a community of satisfied customers.
In this area, knowledge is power. It’s useful to know the most common types of customer complaints so you can better deal with them.
1. Passive Complaints
This customer will avoid making a big fuss or submitting a complaint. Instead, they will leave quietly without telling you why.
The best way to handle this is to start a conversation to understand why they were dissatisfied and then find a way to resolve it.
2. Aggressive Complaints
Some customers will loudly complain, either in person or through attacking your brand on social media, and strive to make their message heard.
They can become aggressive towards staff or customer service reps. In this situation, it’s best to respond in a calm, polite manner and try to find a mutually beneficial solution.
3. VIP Complaints
If your highest paying customers run into an issue with your brand or products, they are likely to complain. They feel justified in complaining and expect premium support.
Make sure to listen closely to their issue, show them respect, and work quickly to resolve it.
4. Rip-Off Complaints
Customers who feel they have been ripped-off generally complain and expect something in return. They are not after a good support experience, but rather a reward.
This can be risky for you if they take advantage of your brand and end up with something they don’t deserve. To avoid this, make sure you respond calmly and objectively to find a solution.
5. Repeat Complaints
Some customers are never happy and just love to complain again and again and again. This can be very frustrating for your employees and waste their time. However, it’s important to empathise with the customer and offer an apology.
Repeat complaints can also be a sign of a systemic issue in your business. If multiple customers are experiencing the same problems, it’s valuable to look at the root cause to resolve the issue.
Need A Better Way To Resolve Complaints?
Regardless of the type of complaint, it’s essential that you always respond in the best possible manner. If you’re looking for an easier way to track, manage and resolve customer complaints, then take a look at our software.
At Causia®, our Complaints Pro® software gives 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 to customer complaints.
