A customer complaint is an evaluation of the performance of the company. It indicates the problem and failures of a company process that needs to get resolved quickly to avoid the migration of profitable customers.
Companies should understand the fact that losing customers means reducing profit and damaging their brand image. To escape from such mishappenings, a company should focus on tracking customer complaining behavior and then plan and implement a smart service improvement strategy. For that, it is important to have a workable complaint management plan and complaint management system.
If you are keen to refine your help desk processes, this post might help. Learn how to define an effective complaint management strategy with our experts but before that, let’s take a look at why devise a complaint management strategy.
Importance of Devising a Complaint Management Strategy
Appreciation and criticism are parts of a growing organization. While appreciation encourages employees to do more, criticism should be systematically evaluated to create a positive impact across the organization. Almost every company receives customer complaints and it gets larger, the number of complaints also grows.
Eventually, a complex company structure fails to handle the growing number of complaints unless it defines an effective complaint management strategy. A well thought out system can have a significant impact on the company’s growth.
1. Identify the cause of the problem
Customers do not complain unnecessarily, so define a strategy that can identify the cause of the problem. Moreover, they trust you, that is why they share their problems with you so that they can get away from their problems. So, consider it as an opportunity to make things right, maybe you can learn something out of it.
Just know that understanding the root cause of complaints will help you improve your product/services and achieve long-term benefits.
2. Make a strategy to ease the process
Customers complain when they are dissatisfied with your service or product. They get dissatisfied when they are not comfortable with some feature or clause, and get angry with the impact of the problem caused.
However, they become even more frustrated when their complaint is handled imperfectly or when the process to submit complaints is lengthy and cumbersome. Also, when the process is slow, customers choose to escalate the issues that further increases the burden on the frontline representatives.
Thus, when companies design simple and easy to use customer complaint management processes & systems, customers are less likely to get angry. Have clear communication with concerned stakeholders and plan a smart strategy to simplify customer complaint management.
3. Take the blame
Sometimes the problem is not from your end or sometimes customers fail to understand certain terms about your services or products. However, you should never put the blame on them. There are two reasons for this: You don’t want to make customers angry by blaming them who are already upset because they are contributing to your company’s growth. And their complaint may give you an opportunity to improve your offering. You may want to scale customer self-service through efficient complaint management software to prevent errors from the customer end.
4. Quality of complaint resolution through complaint software
Despite the expectation of a quick solution, a customer also understands that some queries may need time to investigate and process to provide a proper solution. It is okay to take the required time than to give an inappropriate response. But, make sure to value the time of customers, don’t take too long to resolve their issue. You should also track complaint status using a complaint tracking software to efficiently manage the whole process.
5. Learn how to say NO
For handling complaints thoroughly, it is required to clearly explain the policies, principles, and processes being practiced across your organization. Your representative should know how to politely say ‘No’ whenever needed.
Sometimes, customers get misguided because of confusing websites, product documents, or small prints. If your customers are coming with some confusion, help them. Also, you will need to discover the reason why this is happening to avoid future concerns. Communicate the message clearly with customers and make sure that there’s no room for confusion.
Wowdesk offers you top-notch complaint management software that helps you respond to your customers with the utmost accuracy and promptly. Make sure to use this robust system along with aforesaid strategies to manage a large and satisfied clientele. Connect with us to make your customers smile!