If you’re running a manufacturing business, then you’ll know how hard it is to keep on top of your customer complaints. Maybe you’re busy running all the other aspects of your business and just don’t have the time.
Learning how to handle complaints is crucial for maintaining your business and its reputation. In this blog, we’re sharing a complete guide to complaints handling in the manufacturing industry.
Seek Feedback
The first step for manufacturing businesses is to seek feedback from their customers. Make sure it is easy for your customers to contact you and share their concerns. The process needs to be visible, accessible and easy to understand.
Respond ASAP
When you receive a complaint, you need to respond in a timely manner. If you are too slow to respond, this can cause further harm to your reputation. It’s important to listen to the customer, acknowledge their issue, and find a way to resolve it. You should always make the customer feel valued and heard.
Identify Areas To Improve
Instead of seeing complaints as a negative, see them as an opportunity to improve your business. Complaints can show you areas that need your attention. For example, you may need to improve the quality of your product, or to streamline your manufacturing process. If there are issues in your supply chain, then you need to talk to all parties involved to resolve it.
Maintain Quality Assurance
In manufacturing, maintaining the quality of your products is essential. Customers will quickly complain if your product does not meet their expectations. If your product needs to be recalled due to safety issues, then it’s important that you act quickly.
With a solution like Complaints Pro®, quality alerts are built into the software which automatically detect complaints related to the same product batch within a specific time horizon. This is achieved by detecting patterns of complaints with the same characteristics in real time.
As a result, you can be alerted if anything is amiss with the products you are distributing.
Monitor Your Complaints
Manufacturing companies need to track and monitor their complaints to ensure customer satisfaction. This also helps to keep you ahead of the competition, retain loyal customers, and improve your products and services. If you see the same complaint again and again, then this can be a sign that you need to address that area.
Need a better way to handle complaints?
If you’re looking for an easier way to track, manage and resolve complaints, then take a look at our software.
At Causia®, our manufacturing industry pack is an integrated complaints, enquiries and non-conformance solution for the manufacturing industry. We can give you complete visibility and control of your complaints, incidents and risks in a single integrated solution.
Complaints Pro® provides a quick, cost-effective, centralised workflow for the best practice management of complaints.
Book a demo or talk to our expert team today to streamline your approach.
