Customer complaints happen within any organisation, it is essential to train your sales teams in how to deal with negative complaints. Customers have expectations that are not met, or the service delivered was not up to par, or your organisation did something wrong. It is important to understand the complaints are effective feedback that can be utilised to improve current campaigns or service delivery.
Uncovering the reason for why customer leave bad reviews or complaints is the first step that has to be taken. Digging deeper into why your customer is complaining, provides accurate insight into what can be improved in your service delivery. Once a customer calls to complain, it is influential to ask the right questions, asking the right questions means that you get to the bottom of the problem. CRM Apps offers your business the capability to take notes on a customer’s contact details. Keep an accurate log about all interactions, including complaints. Take note on all the questions and answers during the conversation. Have accurate and stored data.
Handling customer complaints is a volatile situation, customers can get negative or start screaming. Keeping a clear head and identifying the type of customer that you are dealing with. Customers that complain have different motives, attitudes, and needs. Understanding why they are complaining offers your sales team the ability to quickly understand on how you can help resolve their issue. Responding to different personas is essential to prevent losing a regular customer. Assessing the situation and the type of customer will assist your business in retaining more customers by providing an amicable solution rather than becoming defensive and losing that customer completely.
Customer complaints need to be a priority within your organisation. Resolving customer complaints as fast as possible, not only makes the customer feel valued, but it also gives your business the opportunity to respond and resolve the problem. Make your customers feel that their complaints have value by responding to them and providing them with solutions that they require. CRM Apps allows your business to tag customers and make them a priority once your sales team receives a complaint. Build lasting relationships with your customers by prioritizing their complaints.
Customer complaints require solutions. Providing a solution to a complaint is essential to retaining that customer. Once a solution has been provided, it is important to ask the customer to verify if the solution worked. Once verification has taken place, it can show that you provided a solution and if it did not work, then providing a different solution is now imminent. CRM Apps offers sales teams the ability to send emails with confirmation, as well as log solutions to certain complaints in a secure database. Empower your sales team with the capability of providing screenshots to complaints, while maintaining a positive attitude.
Once complaints have been dealt with and the customer is satisfied with the response that they received, it is essential to log the entire process. CRM Apps offers businesses with the opportunity to log all complaints and solutions next to the customer’s details. Gain credible insights and solutions to different complaints with quick access through digital dashboards. Keep track of all your customer complaints within CRM Apps, for optimal opportunity to enhance your service delivery.
CRM Apps offers your business the capability to manage, track, and log all customer complaints. Discover the value in customer complaints while building lasting customer relationships in a centralised database. Negative complaints will always be prominent within any business, it is essential to understand and have a dedicated approach to handling these negative complaints while ensuring customer retention.
