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How to Manage Consumer Complaints and Prevent Them From Happening

3 min read
How to manage consumer complaints and prevent them from happening

In today’s modern world, consumers expect products and services to be presented with the most advanced features. With thousands of alternatives, consumers have the edge to opt for the options that best suit their personalities and needs. This creates an ongoing requirement for the market leaders to build products that can impress their customers. 

Yet, every industry faces a tremendous amount of consumer complaints. Customer service mediums such as chat, email, and call are helpful for the customers to register complaints. But to what extent are they resolving the issues on a regular basis and keeping the customers happy? If customers’ concerns are not heard and resolved, that’s when the real problem peeps in; negative feedback on social media. 

Consumer complaints can be really challenging to handle. However, there are proven ways to deal with them and also to prevent them from happening again. 

Automation is your friend

Why make customer satisfaction a complex maze when it can be more streamlined and manageable?  There are many viable digital solutions that are automated and can be integrated with your current database to provide the best services. All the customers’ details along with their complaints can be easily tracked, recorded, and resolved through these solutions. 

Moreover, it is one of the best ways to empower customer service agents as the technology can offer you more efficiency and time. It can help them resolve customer complaints at a faster rate and achieve a higher happiness rating from the customers.

Ask for customer feedback

Create channels for your customers to share their experiences on a digital platform where your prospects can also view them. This is a great way to communicate with your customers and understand their requirements. It can be via online forms or testimonials on your official website or Google My Business page or even on your social media pages where they can voice their opinions. 

Try to get their feedback at least every quarter regarding the quality of your products or service and customer service. It can be really helpful to check whether any new developments should be made to improve customer experience.

Customer experience is everything  

A higher rate of customer satisfaction can be achieved if the customer experience is well taken care of. Delivering a product or service to your customers as per the demands is not enough. Create a questionnaire for the customer service department wherein they would have meaningful conversations with the customers to understand their experiences and expectations. It could be done during the service level agreement (SLA) calls as well where the customers can find some time to address any real issues that they are facing with your service. 

You can also check how responsive your website is. Check the quality of the interface, navigation, chatbox, etc., that can enhance the experience of your customers to check your website and find the right information that they might be interested in. 

Reduce resolution time

If you are receiving hundreds of requests from your customers to resolve product/service-related issues, then it’s important to stay vigilant of the resolution time of those issues. The more time you take to respond and resolve customer complaints, the more impatient and agitated your customers can get. How much time does your customer service department take to resolve a particular concern that is directly related to customer satisfaction? 

Create a chart wherein the maximum hour is mentioned to resolve a type of issue so that every agent can work accordingly and achieve better results. 

Conclusion

Every department can do its part to keep customers satisfied and reduce customer complaints. How? Working together with the customer-facing departments such as sales, marketing, and customer service can help you understand customers better and achieve more positive feedback. 

ALSO READ: Customer Experience Market Size Expected to Reach USD 25.44 Billion

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