Customers complain there is no avoiding it. No matter the size, nature, or success of the company, you will always find people complaining. You can't please everyone, which has been true since the dawn of civilization, and it still holds true today. However, complaining has never been easier for people with the widespread adoption of the internet.
With websites like Yelp and Google and social media and online forums being easily accessible, people can pick up their phone and rant about someone or something. Also, customer loyalty is a thing of the past now, and if people don't love your company, they will Google your competitors. According to recent studies, customers abandon a company after one bad experience. So it is important to remember that customer service can make or break a company.
We here at Dropship US work with aspiring entrepreneurs and provide them with complete website solutions. Because we work with so many different businesses and navigate through our business, we have some experience in dealing with customers. We found that Understanding and responding to customer complaints is a vital aspect of the customer service experience.
So we devised a list of things that will help you understand what your customer is complaining about and respond accordingly. Before we tell you how you can understand customer complaints, let us tell you how to respond to them.
Responding To Customer Complaints:
- Listen to the customer's side of the story entirely.
- Always apologize.
- Focus on the solution.
- Never rush the customer.
- Find the complaints before they find you.
Now that you know how to respond to customer complaints let us tell you how you can fully understand customer complaints to provide impeccable customer service. So let's get into it!
While automation has made creating a successful business within everyone's grasp, you can overuse it and alienate the people you are trying to win over. While automating marketing and sales tasks to cut costs and save time might seem like a good idea but automating just because you can be unnecessary.
Remember, people like one on one connections, and different people like different modes of communication. You need to let your customers reach you, so provide them with phone numbers, live chats, and emails. Even when you are automating, make sure your emails sound natural and personal.
Never Rush Customers
Whenever customers call a customer service number, many representatives assume that they already know what the customer wants without fully listening to their complaints. Trust us, that's a big "no-no." Customers usually get disgruntled when rushed for a solution, and they end up feeling insulted and start resenting the company. So talk to your representatives about being an active listener and encourage them to go off-script according to each customer's specific needs.
Nothing is perfect, and there is no business with ideal uptime. Often you won't be able to avoid system outages, and that's something every company deals with because that's inevitable when using a cloud-based system. If the customer can't reach you during these outages, you will be dropping customers like flies, and all your effort in building a customer base will go in vain.
To avoid that, make sure you work with the web service provider that offers fast page loading time and reliable, round-the-clock uptime. Along with that, make sure you provide a way of contacting you through via email and telephone. Also, please create a ticket system to put in a request even when you aren't available. Make sure you call back to customers who tried to reach you whenever possible.
Slow Turnaround Time
In the age of high-speed internet, we have all become impatient beings. We want everything right now. So Having a quick turnaround time for businesses online is a must. If you have a speedy response time, it will draw your customers closer and ensure you create long-term rapport with them. Make sure you reply to questions and feedback as fast as possible, especially over social media. Remember, social media moves at the speed of light, so if you can't keep up, you might just get left behind by your customers.
Not Valuing Your Customer Service Team
Remember, your customer service team is the face of your company as they are the ones who deal with your customers. However, they often tend to be the lowest-paid and regarded employees in your company. That can be devastating for morale, and sinking morale will mean diminished output from your team.
Always make sure your team is motivated to go the extra mile when dealing with your customers. Ensure you work with top talent, pay them well, and reward them whenever they achieve great results. Remember, if you treat your team well, then you will keep attracting the best talent.
No Complaints Doesn't Mean Good Customer Service
Well, you are going about running your business. You have a customer service team in place who aren't that busy handling claims, and you are thinking you must be doing things right. Right? No, according to recent studies, only one out of every 26 customers will complain. That means for every complaint you resolve; there are 25 other customer complaints you are not addressing. Don't worry, and you are not alone. This is one of the most common customer service mistakes out there.
However, if you see you are getting piles of compliments and good reviews while only receiving a few complaints, then you are doing something right. But do not start ignoring those few complaints. Be proactive and search for customer pain points and complaints. Work with your team to find the right solutions.
Work Together For Comprehensive Customer Services
So there you go, these are all the things you need to know to understand and respond to your customer complaints. Work with your team and listen to customers to develop a plan for your customer service response. Remember never to let your customers hanging. Go over the basics and make sure you get the fundamentals right to ensure your customers' positive experiences.
It will make them feel appreciated and encourage loyalty. If you need a website that provides the perfect outlet for maximizing your customer service efforts, then feel free to contact us here at Dropship US. Our team will help you out with all your troubles. If you have any complaints about our service, then feel free to leave them in the comments below or hit us up on our socials, but please do let us know. We are always here to make your experience better. And that brings us to an end right here. We will come back with something new for you soon. Until then, see ya!