Dealing with repeat customer complaints is a tedious task for many businesses… but often, these types of complaints are indicating that there is a genuine problem in your business.
If you are receiving repeat customer complaints, you will want to identify the root causes of them quickly.
If your customers are having to repeatedly complain or are experiencing similar issues, this won’t be a good look for your business.
To ensure that these complaints don’t continue to arise, follow these steps for a quick resolution:
1. Listen To Their Criticism
While this seems like an obvious and instinctive step, you should never underestimate the power of listening.
Taking the time to listen and really understand the problem is crucial in identifying root causes. What the customer may express as their primary concern may hint at a deeper issue that is occurring.
Asking for and recording this information is going to help you a lot to effectively identify the root cause of what they are complaining about.
2. Check Every Channel
If one person experiences an issue, it is very possible that others are experiencing the same thing.
This is why it's important to check all channels that complaints could come through on. These may include:
- Phone
- Social media
- Online complaints forms
- Comments on posts
Understanding the extent of the problem and different people’s perspectives and exposure to it can be very valuable for a quick resolution.
3. Install An Effective Complaints Management Software
Having the technology on your side to properly organise, identify and analyse root causes of complaints is going to make the process a lot easier and faster.
Take Complaints Pro® by Causia® for example.
This integrated, cloud-based solution has built in root cause analysis and will properly organise and record all complaints that your business receives.
You will be able to find and fix root causes quickly and effectively, as well as respond to customers concerns promptly. Not only will your business benefit from resolving systemic issues, but your customers will also be satisfied with your impeccable service.
For an easy to use and customisable system, Causia® has you covered. Get in contact with the team today or book a demo to find out more!
