How to use customer service complaints constructively

Although complaints are never encouraging to hear, they are almost unavoidable, so it’s good to be prepared. Sometimes it will be something you can alter and other times you just have to take them on board. Here are our tips on how to use this situation to your advantage.

The most important thing is to make the effort to show that you are trying to fix the situation:

Try your very best to resolve the problem quickly. Go the extra mile by offering a ‘peace offering’ such as a week of your service for free or a free product. Customers want to know that their voice has been heard and that they are important to your company. It’s also good to give the customer a call afterwards, just to check that the problem is fully resolved. This will reassure them and build back their trust in your company.

This effort isn’t just beneficial for the customer, it’s also beneficial for you as a company. Resolving problems in a fast and friendly manner means that the customer will be impressed with your reaction, and may even share this positive trait with their friends, family and colleagues.

It’s also important to make your gesture personal – don’t send them a template scripted email or post a similar discount on your website a week later. Write your message from scratch and send it personally to your customer. A phone call is also a great way to give your response a personal touch.

It’s also beneficial to make sure that your staff are knowledgable on how to provide great customer service. Performing spot checks are a great way to make sure everything is up to standard.

To summarise our advice, we recommend:

  • Responding promptly
  • Offering a solution
  • Being friendly and personal
  • Let them know there issue is being dealt with

For any more information about how to deal with complaints please talk to one of our team on 0800 0931 830, we’ll be happy to help.