When it comes to customer complaints admitting you are wrong and saying you are sorry means everything. Brand loyalty is strongly boosted with a great and effective customer service complaint handling. An increase in the number of household devices raises the likelihood of failure in delivering customer services. Also, the complexity of services and products has increased which has in turn raised customer expectations.
Most customers want to be treated equally. This is not unreasonable or unfair, but it takes more than three tries to get an issue solved by a company. This means that most customers will end up being unsatisfied with the services offered.
Companies have been advised to take care of customers complaints immediately rather than have the customer come back later as you “check into it”.
Most customers still felt their problems remained unresolved even after the company got back to them. The period of response spread from 24 hours to months later where complaints seemed unnoticed or ignored.
Most companies result in refunds and compensation but what most customers really need is an explanation of why the product or service failed. If not an explanation, then an apology would do just fine. Some customers, on the other hand, require an assurance that the challenge will not happen again.
Companies fall short of these things and this directly leads to losing customers and brand mistrust. What companies do not realize is that all these remedies cost absolutely nothing. No money will be spent on sending an apology.
Maybe some of these companies that fall short in handling customer complaints overcomplicate the issues with ineffective and unnecessary procedures and policies. Sometimes a simple apology and fair approach would do just nicely.
Complaint Handling Don’ts
- Never use an automated service with no chance to connect to a living and breathing attendant as machines and programmed systems can not apologize.
- Outsourcing customer service will more than likely lead to communication barriers leading to more customer dissatisfaction.
- No survey to follow up after a negative review or customer complaint.
- Selling a solution to a customer who has a complaint about previous service.
- Answers that sound scripted and predetermined.
- Poor grammar and typing errors in response letters and emails.
Proper handling of customer complaints will put your brand and business in a position of trust with your target audience. Customers do understand that some errors may occur but the handling of the complaint is what will encourage customer loyalty.