When you’re running a business, it’s inevitable that you’re going to face customer complaints and negative reviews from time to time.
Responding to complaints in a professional and timely manner is crucial for maintaining the reputation of your business and its services. This also helps you to build lasting relationships and loyalty with your customers.
However, it can be a challenge to always keep your cool and respond in the best manner. When responding to a complaint, always make sure you:
Respond to the specific issue
Provide a specific, personalised apology and acknowledge any mistakes you made
Tell them what you have done or will do to fix the situation
Share how you will improve your services in the future to better meet their needs
To make things easier, we’ve found 5 of the best customer complaint responses to inspire you:
1. “I tried your product and it didn’t work!”
Respond by asking them what they need it to do and by offering to explain its functions. Make sure to remove any assumptions or misinformation about your product.
The aim is to further educate the user about your product.
2. “I’ve been waiting for ages!”
Respond by thanking them for their patience and reassuring them that you’re taking every action you can to resolve the issue. It can be useful to automate your responses in this case, so that it gets sent faster.
3. “The last person I talked to couldn’t help.”
Customers with ongoing issues may have spoken to many different people in your company, increasing their frustration.
When you respond, make it clear that you personally are going to help them. To eliminate this issue, you can ensure that all of your staff have a solid understanding of your products and services.
4. “Your company is just the worst!”
If a customer is just generally unhappy with your company, make sure to respond to them with patience. Acknowledge their frustration and offer ways to resolve the issue as quickly as possible.
5. “I found a better offer.”
If your customer finds a better deal at a competitor, offer them a discount to encourage them to stay with your business. Although this may seem like an expense to you, it will help to build customer loyalty in the long run.
Looking For An Easy Way To Manage Customer Feedback?
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 to customer complaints.