Every organisation is bound to receive negative feedback from time to time, but is there a way you can take those unsatisfied customers and turn them into supporters of your business?
How you handle complaints is crucial in turning around their experience with your business. Here’s some ways to transform an unhappy customer into your biggest supporter.
Listen
The first step is to listen. Make sure you take the time to listen to what the customer is saying. Treat your customers with empathy to ensure they return to your business next time your services or product are required. Always respond to complaints in a timely manner to ensure your customers feel valued.
Apologise
Next, it’s a good idea to apologise to the customer for their poor experience. Whether it was your company’s fault or not, apologising can help soothe your customer. Show that you care and sympathise with them.
Offer a Solution
Your customer is looking for a solution to their issue. Try offering them an exchange, store credit, refund, discount or gift. This is essential to give your customer a more positive experience of your business and make sure the customer knows they are valued. This can also help you to recover lost business opportunities.
Improve Your Service
Customer complaints can give you valuable insight into your business while highlighting areas that need improvement. Taking the time to update, refine and improve your products or services can help your customers feel valued. It will also give them a more positive experience with your business.
Be Accountable
Accountability is crucial for building trust with your customers. This means you need to be transparent during every stage of the complaints management process and not make false promises. Make a commitment to resolving their issue and follow through with it.
Following these simple steps will help you to turn your unsatisfied customers into proud promoters of your brand.
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® 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.
