Complaints management is perhaps one of the hardest facets of customer service and getting it right can be tricky.
Many companies are not equipped and fail in handling and resolving complaints… This can have a huge impact on their reputation within their customer base and, in turn, their return on investment.
It’s useful to know how these companies fail so you know what to avoid...
Underestimating the Power of Complaints
Many companies view complaints as a handful of pesky customers whining about minuscule issues.
This isn’t usually the case.
Complaints can be incredibly advantageous to your business and presents an opportunity for improvement within the company to increase customer satisfaction. If a company does not see the value in a complaint, it’s likely that their complaints process won’t be as comprehensive as it should be.
Check out our blogs on How To Use Complaints To Your Advantage and Ways You Can Turn Customer Complaints Into Customer Growth for more information.
Inaccessibility
If you are not accessible to receive complaints on numerous channels, then you will have failed to manage complaints before they are even received.
Ensure that your complaints process is readily available to your customers and in a way that makes them feel like their feedback is welcomed and valued.
Not Identifying Root Causes
Apologising and fixing the immediate issue may be a good place to start, but if you ignore the underlying problems that have caused the problem, it is going to work against your company.
To ensure that you do not have repeat complainants, as well as making sure that your other customers are not experiencing the same issues and not coming forward, you need to identify the root cause of the complaint and take steps to correct them.
Customers are much more likely to share a bad review than a positive one, so demonstrating that you have gone the extra mile in resolving their issue is going to be hugely beneficial for everyone involved.
Ineffective Technology
Using spreadsheets and disconnected documents leaves companies with inadequate communication across their business, something that can significantly worsen the complaints handling process.
Complaints Pro™ from Causia™ is a cloud-based software that offers a single, integrated solution to give you complete visibility and control over complaints, incidents and risks.
By using this industry-specific and centralised software, you are guaranteed to improve your complaints handling process.
Request a free trial or book a demo today, or get in contact for more information!
