3 Best Practices for Addressing Customer Complaints

by Vamshi Eppanapally
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1. Employ an outsourced customer service platform as a front-line help provider
2. Track and record everything each step of the way
3. Maintain a positive
non-combative demeanor throughout the process

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As a business owner, your company offers products or services that unfortunately may not be perfect for everyone. There will always be some customers who will come up with a complaint against you. This is where the age old saying “the customer is always right” becomes your guiding business principle. Your job is to put out fires and settle disputes in a fair manner that has everyone involved walking away happy with the situation. The last thing you want is for the issue to escalate and have an unhappy customer. This leads to poor reviews and a worsened reputation, which in most cases is an unnecessary outcome based on a situation that was simply handled improperly. Here are 5 ways to ensure your customers walk away satisfied and how technology can save you countless hours of costly back and forth.

1. Employ an outsourced customer service platform as a front-line help provider

    Technological innovation, digitization, and automation are buzzwords that we often hear but seldom pay attention to. In plain english, tech tools can help your business run better and you should take advantage of them whenever possible. In this case, the right customer service software can save you headaches and your company a lot of time and money. Most customer complaints have simple solutions that don’t need a dedicated representative . If you’re struggling to find the perfect customer service tool amongst the countless options out on Google, don’t worry you’re not alone. It’s a common problem with a simple solution: check out our recommendation engine here which provides everything you need to make an informed choice!

    2. Track and record everything each step of the way

      A huge aspect of customer disputes is liability. We provide best practices to help you avoid escalation altogether, but the reality is that sometimes customers can make your life very difficult if they feel that you did not adequately deal with their issue. Regardless of how perfect your response was, there will always be situations where the customer is still not happy. With the advent of social media and online review platforms, a poor customer experience can lead to disastrous consequences for your business. You should always be prepared for worst case scenarios. One way to help mitigate risk is to reduce your liability. This means active and thorough record-keeping of your business transactions in general, as well as a running log of each individual customer’s case. Tracking the process ensures that you don’t miss any key details and protects your downside risk in the event of a dispute that escalates into a legal matter.

      3. Maintain a positive, non-combative demeanor throughout the process

        This is an easily overlooked concept that is very straightforward. It’s very easy to get defensive about your business, point out the customers mistakes, and avoid apologizing. Attitude is the one aspect of this process that is completely within your control. The importance of simply being kind and thanking the customer makes them much more affable and easy to deal with. Make their lives easier by proactively following up and showing them that you care. They will be more cooperative and less likely to escalate the situation if they feel like they are being listened to and validated.

        Need help finding tools & services to help you address customer complaints? Techstep's expert consultants are here to help you find the right solution for your business.