It is common for businesses to receive complaints from customers. There are a lot of reasons for raising such complaints. There are people who were not satisfied of the products they have bought or have felt like they did not get what was advertised. Others complain about the delay in the arrival of the products ordered. Some of these concerns are serious and need immediate attention while others can be addressed in the future.
The key to success though is to address the problem even before they arise. Businesses can look for ways to identify the possible problems and look for solutions so they won’t get worse. Here are some tips to consider.
Use modern technology
Find a way to maximize whatever tool is available at your disposal. This allows you to improve your relationship with your customers as everything would be faster. For instance, you have to improve call quality so that if a customer calls the customer service hotlines, they can be addressed right away. There are also tools to help improve the system to manage all transactions better.
Don’t just use hotlines to address issues
Although it is a good thing to have improved customer service hotlines, this should not be the only tool available for people if they wish to complain. If they have other issues, you must respond to them quickly. Setting up social media accounts and responding to the comments section would be great. This does not just immediately solve the problem, but allow a closer connection with the customers. Even those who have nothing to complain about, but are interested about what you offer can use these channels to raise their concerns.
Incentivize customers to give feedback
The best way to find out what other people think of you is to ask for feedback from them. Based on the feedback gathered, you can improve the services you give to them or even make the necessary changes. The problem is that not everyone wants to give feedback. They are too busy to do it. Incentivizing them would help a lot. For instance, you can give promo codes if they have completed a feedback form. You may also give freebies for doing the same thing.
Open more lines
The customer service hotline must not be opened just to accept complaints. The hotline should be for everyone regardless of their concerns. This allows you to know what their potential issues are so they can be dealt with easily. Decrease hold-times as well and don’t let them press several numbers just to get to the respective department who can address their concerns.
Improving your relationship with the customers is extremely important. Yes, complaints will be there. They may be valid or not. The point is that you should do your best to address all of them. You will still benefit in the end if they were satisfied and they have told others that they were happy with what you have given to them.
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2nd image from http://johnkenyon.org/digital-crisis-counseling-technology-meets-the-hotline/