When you’re busy running your business, it can be challenging to keep on track of your customer complaints.
Keeping a clear record of customer complaints against your business is important for building a transparent relationship. But, sometimes, it’s hard to keep up with all your complex spreadsheets…
Here’s our simple guide for making your complaints reporting process easier.
Centralise Your Data
Make sure all your complaints and responses are centrally located in the same platform. This makes it easier to find and resolve issues and identify patterns. For example, if multiple people have made the same complaint, then it will be easier for you to identify and resolve it.
Segment Your Customers
It’s useful to split your customers according to their type.
For example, you could categorise them by how often they complain, the seriousness of their complaint, how frequently they complain, and which method they use to complain (eg. directly contacting the company or through social media).
Assign Tasks To Specific Employees
To build transparency with your customers, make sure to keep track of who is dealing with their complaint. Customers don’t like to be handed off to five different employees and having to explain their situation over and over again. To make it easier, assign a specific employee to deal with the case.
Use An Integrated Complaints Software
The easiest way to simplify your complaints reporting process is through using software. Through software, you can:
- Respond quickly to every customer’s problem
- Find and fix root causes quickly
- Discover and implement solutions to issues
- Continually improve your business
- Reduce business risks
- Easily stay on track
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.
