If you’re a business owner, then you’ll know the strong impact customer reviews and complaints can have on your reputation.
When you’re running a business, getting customer complaints and reviews are an important way to get feedback on your customers’ experience.
Even if reviews are negative, you can use these as an opportunity to solve any issues in your business, streamline your process and improve for the future.
So, how can you wow your unhappiest customers?
Listen:
When a customer complains, make sure you take the time to listen to what they are saying. Treat the customer with empathy to ensure they return to your business next time. Always respond to complaints in a timely manner to make your customers feel valued.
Be open to feedback:
Providing your customers with easy ways to contact you on your website and being open to reviews and feedback can help you establish trust with customers. If customers feel comfortable approaching you, then they can have more confidence in using your products or services. Establishing a smooth customer experience is essential for happy customers and a successful business.
Improve your process:
When a customer complains, chances are they’re not the only person to have experienced an issue. Take it as an opportunity to resolve any issues with your products or services, website, or ecommerce experience. If you can reassure customers who’ve made a complaint that their issue is fixed, this will help encourage them to complete their journey.
Offer compensation:
One of the best ways to wow unhappy customers is to offer exchanges, refunds, discounts or gifts. This is essential to give them a more positive experience of your business and make them feel valued.
Be part of the conversation:
To improve the image of your business, you need to engage with customers on social media. Respond to all comments, mentions and reviews of your brand, whether positive or negative. Be involved in the conversation and create a community to ensure a loyal following.
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.
