Receiving complaints from customers is an inevitable part of running a business. Although it’s frustrating to receive negative feedback, it’s important to respond and resolve the issue.
The way that you handle complaints is crucial for ensuring that your business has a good reputation, provides quality customer service, and stays afloat.
Did you know that customer complaints can actually be used to your advantage? Here’s some ways you can leverage complaints for business insights.
Understand Your Customers
Receiving feedback from your customers can give you insight into their behaviours, attitudes, values, and needs. It can help you to build a dialogue with your customers and establish a trusting relationship. In turn, this will give you insight into how well your business is (or isn’t) satisfying their needs.
Find Ways To Improve
When a customer complains, you can take it as an opportunity to improve your business. Complaints usually indicate a flaw in your business operating or training procedures, product design or policies. If they are giving you honest feedback, make sure to take it onboard and implement a solution.
Discover Root Causes
If you’re receiving the same complaint again and again, then it may be worth investigating. Take the time to look deeper and discover the root cause of the issue. It’s helpful to do this via dedicated software like Complaints Pro®, which has built-in root cause analysis and systemic issue alerts.
Identify Opportunities
Customer complaints can also be used as inspiration. They can often highlight a need that is not currently being met in the market. Complaints can give you new ideas for developing products or services to better suit your customers.
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.
