Dealing With Common Customer Complaints

Customer complaints are mostly the biggest hurdle that your business has to handle. That is the reason why you need an effective customer support arm. 

After all, you need to make sure that your business’s customer base is happy and content with what your brand is putting out. You also need to resolve certain problems before they escalate and adversely affect your reputation.

One of the best ways to keep your customers happy is knowing how to deal with complaints. Hearing about issues directed against your service might not sit well with you, but it pays to be patient and do what you can to make things better. 

Here are a few tips to help you handle common customer complaints more efficiently:

 

Customers absolutely hate being kept waiting, especially if they have encountered an issue in need of an urgent fix.

One way to deal with this is to offer additional options for having the customer reach out to your company. Live chat, for one, allows you to connect immediately with your customer, allowing you to offer instant solutions to common problems. If your customers prefer talking over the phone, set up your chatbot to show your business’s contact numbers. You definitely don’t want to leave your customers waiting. 

 

Your customers can feel a disconnect from your brand if they feel your company’s support is indifferent or impersonal.

A little bit of actual concern and personality injected into your customer service can go a long way in making them feel like you actually care for their needs. It also shows that you are very much willing to address their problems. More importantly, it creates a personal connection between the customer and your brand, making it easier to maintain a positive reputation.

For this, it’s important for your customer service representatives to use positive scripting when drafting a call or live chat script. Focus on bringing added value on top of resolving the problem. Look along the lines of vouchers and freebies.

If you are in the real estate industry, positive scripting can really do wonders. Check out this guide on how you can attract and nurture potential clients through a well-written call script. 

Dealing with this complaint requires immediate and efficient action.

Aside from reassurance, you have to show your customer what you are planning to do in order to solve the problem. Be specific and use straightforward language so your customers have a clear understanding of your processes. 

Whether if the order is misplaced or the wrong one is delivered, take action NOW by apologizing and giving them offers that compensate for the problem. 

 

Be professional when it comes to customers calling to complain about your brand. Take it as criticism and learn from it.

What problems do they have exactly? Ask them if possible how your brand can improve and remember to thank them for stating their opinions. Do not raise negativity with more negativity. Remain objective when it comes to gathering info and using it to enhance your services.

 

Handling the customer service activities of your business can be a tough endeavor, but there are many other ways to get around the most difficult engagements.

Consider hiring experienced virtual assistants who can help maintain rapport with your audience and strengthen your brand’s hold on your client base. 

Get started by hiring customer service virtual assistants from OneVirtual Global Business Solutions today. Schedule a consultation by clicking here.