If your business is receiving repeat customer complaints, then it might be time to slow down and pay attention to what your customers are saying.
Some customers just love to complain again and again and make sure that you hear about it. Usually, they have a legitimate reason to complain initially (like your product failed), but then they voice their complaint in an unreasonable or lengthy way.
Repeat complainants contact your business in person, or through phone, email, or social media multiple times about the same issue. They can be aggressive, unreasonable, unjustified, and can insist on corrective action plans for your business.
If handled correctly, repeat complaints can be a great way to find and resolve issues in your business to improve your customer’s experience.
So, how can you solve repeat customer complaints?
1. Stay Calm
Customers who repeatedly complain can be emotionally charged. It’s important to stay calm and respond to them in a professional manner. Think of it as a chance to regain their trust.
2. Be Consistent
Being consistent in your response is important to make the customer feel that their opinion is valued. Remember to treat each complainant equally and fairly. Make sure your communications with the customer are personalised, professional and accurate to build accountability.
3. Find Root Causes
Whether you have one person complaining repeatedly or multiple people have complained, it’s important to find the root cause behind the issue. This way, you can eliminate the same problems happening over and over again!
However, taking the time to look at your business’ processes, services and performance to find any issues can be a lengthy process, which is why we’ve made Complaints Pro® able to do it for you.
Our root cause analysis function will collate the data and alert you to any possibilities of systemic issues and root causes.
Looking For A Way To Manage Complaints?
Responding to customer complaints can be a time-consuming and challenging task. With the right software, you can streamline your systems and improve your business.
At Causia, we offer industry-specific complaints software to turn complaints into value. Book a demo to try out Complaints Pro® today.
