How To Manage Customer Complaints Effectively?

How To Manage Customer Complaints Effectively?

Oct 29, 2021, 11:55:30 AM Business

In terms of customer service, the needs of companies are evolving and numerous. Sales representatives no longer have a monopoly on dealing with customers. There are other actors who are involved and need to be informed. Customer acquisition and retention are frequent topics in marketing. However, there is one aspect that is often neglected, namely complaint management.

Remember that a dissatisfied customer will do a lot of damage to your company's image. For this reason, as a company, you must put in place a strategy that will allow your team to manage customer complaints well. Here are 4 tips on how to effectively manage customer complaints.

Offer several communication channels

It is up to each organisation to select the best method for managing its complaints system, and access should be free for the customer. To this end, you can make use of the different communication channels that exist, namely: telephone, email, fax, e-mail. These channels can be used to:

Listen to and record customer complaints;

  • The answers provided by the field agents or telephonists;
  • Receiving supporting documents for processing the claim.
  • The people carrying out this activity are usually part of the company's customer service department or a specialist call centre.

Maintaining the relationship and contact with the customer

Responding to a customer's complaint should be a priority for the customer service department. To this end, once the complaints department receives the customer's e-mail or call, it is necessary to provide an acknowledgement of receipt. It is true that the complaint should be dealt with as soon as possible, but it is important to give yourself time to analyse the situation calmly. In addition, the department in charge or the telephonist should keep the customer informed of the progress of the processing of the request.

A good telephonist should avoid making unrealistic promises to customers about the time it will take to resolve their problem.

Customer experience more complex with new technologies

Today, traditional strategies have no place in customer relations. Consumers want more and more. This is due to technological advances that mean consumers are constantly connected. They expect responsiveness at any time, hence the importance of the multi-channel customer experience. It is important for your company to diversify and opt for other communication channels besides e-mail and telephone. This means combining them with channels such as social networks, video, chat and many others.

Since many companies are moving internationally, they need to be active on the different channels at any time of the day or night outside your fixed time slot. It is to meet this need that CMS offers its services. Their agents have the qualifications required to manage your customer relations and increase the conversion rate of your prospects. They are among the most leading call centre solutions providers that offer complete reliability with their wide range of services.

Implement traceability and training

Teleworkers should be trained to handle bad temper or anger with empathy. It is important to always put yourself in the customer's shoes. The customer should be treated as a partner and not an adversary. The teleoperator should change the customer's mindset by suggesting a solution to the difficulties encountered without making promises. Always give the customer the benefit of the doubt about what they are saying until proven otherwise.

Offering compensation to an unhappy or dissatisfied customer

If, after analysis by the complaints department, it is found that the company is at fault, compensation should be given to the dissatisfied customer. The compensation can be in-kind or financial. You can proceed as follows:

  • Partial refund or exchange of the product;
  • Offer an additional service to the original service provided;
  • Discount on other commercial offers of the same kind.

In some cases, it is not possible to determine which of the customer or the company is at fault. However, in order to maintain its image, the company can be sympathetic to a dissatisfied customer without giving in naively.

Published by Den Mark


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