The Importance Of Handling Customer Complaints Effectively
In the modern world, much focus on customer complaints goes into digital products and website support. What gets forgotten is the importance of handling customer complaints effectively for physical products. Physical products are an essential part of income for many companies. However, customer complaints can be more than a negative comment. Let’s take a look at the importance of handling customer complaints effectively.
Customer Complaints Spread Quickly
With the power of the internet, it isn’t hard for a customer complaint to spread quickly, especially if the person is motivated. Complaints can be left on many platforms from Amazon to Facebook (or any other social media platform). One complaint may feel like a drop in the bucket, but a complaint can spread like wildfire if you don’t effectively manage the claim.
We have seen this happen before. One report of a Note 9 catching on fire led to many news stories. Luckily they were able to disprove the claim. Not every company has been that lucky.
Complaints Can Be The Best Feedback
It is very hard to make the perfect product. No matter who you are or how big your company is, there is always room for improvement. By listening to customer complaints, you can use them to make changes to your product. Changes that customers want. Effectively managing customer complaints can lead to product breakthroughs and increasing the appeal of your product to new customers.
Turn Unhappy Customers Into Loyal Ones
Unhappy customers tend to want to complain so that a company knows that they aren’t happy. That doesn’t mean that they have to stay unsatisfied. By effectively managing your product’s complaints, you can turn that person into a loyal customer. Most of the time, someone complaining just wants the company to hear them. If you can do something about their problem, that can go even further toward winning over a new loyal customer.
Even If You Don’t Solve A Complaint, It Helps That You Tried
When you look on Facebook or any other platform that allows customers to leave comments or complaints, there is a big difference between companies. Some companies just let people leave complaints and do nothing about it. Then there are the companies that stand out. The ones that respond to comments and complaints show that they care about what their customers think.
Put yourself in the consumer's shoes. Would you feel better working with a company that shows it is willing to work with customers or a company that has a bunch of unanswered complaints?
Effective Management Prevents Claims From Going Further
Proper management of complaints stops them before the customer decides to take them further. In the United States, Canada, and Mexico, customers can complain to the Better Business Bureau, and the BBB will attempt to act as a moderator for the complaint. Complaints made through the BBB stay on their website, including the text of the complaint. That being said, if you resolve the complaint or respond to it, that also shows, just like other complaint or review systems. You may not be able to stop all complaints from reaching the level of the Better Business Bureau, but you can reduce the number.
Other countries have versions of the Better Bussiness Bureau. Maintaining a good rating with these companies is essential as it helps to establish trust.
Customer complaints may seem bad, but they give you the chance to work with your customers in order to perfect your product. You can also swing customers into becoming loyal patrons. Embrace customer complaints and handle them effectively to make your product, and company, better.