It is impossible to have a business where there are no customer complaints in the database. Even though you are selling top-notch products and services to your customers, some users will likely be dissatisfied. Of course, it is impossible to have zero complaints in your database, but you can at least try for it. 

Some successful entrepreneurs believe that a complaint brings forth an opportunity that can lead to your customers having a positive view of your business after the resolution of their complaints. The success of a company is not measured by the number of complaints but by the number of resolved complaints. 

A successful business is not the one that has meagre complaints because it is likely that your customers do not expect you that you will listen to their problems. Still, the one smartly resolves all complaints of customers carefully. 

It is quite evident that your customers will come up with your products and services. You should always be ready to solve their grievances as immediately as possible. Otherwise, they will move to your competitors. If you want to hook them to your products, make sure that you solve all their queries at once. 

Handling customer complaints is not just listening to them and apologising. It involves understanding why they came up with such issues and how you can keep future customers from going through the same problems. Here are the tips for how you can do it effectively.

Dive into deeper

When a customer comes up with a complaint, they often do not go in details. You have to get to the source of the issue by asking questions like:

• What do you mean by…?
• Could you elaborate it further?
• Are there any other problems you have come up with?
• How long have you been facing this issue?

Complaints arise when there is a problem. If customers do not face any issues, they will not make any complaints. For effectively resolving the complaint, you need to ask the right questions because it will help you get to the root of complaints. If you are unable to resolve the issue, make sure that you explain why and transfer them to someone who can solve their queries. 

Understand the type of customers

Much as you have received the same type of complaints from two different users, you will have to use a different approach to resolve the issue. One of them might be looking for an apology, and the other may be asking for a refund. The way of addressing complaints vary from customer to customer. There are generally three types of customers, and the way to address their concerns is entirely different. 

• Customers who do not hesitate to let you know that they are upset – while responding to such customers, you have to be ceremonious. First off, you should apologise to calm them down. They can be a bit rude, but do not try to mirror their impudent behaviour.
• Premium customers – while dealing with such customers, excuses cannot work. Just apologise and get to the solution.
• Customers who do not want to complain – you will have to reach out to such customers as soon as possible because you will lose them to your competitors.

Respond to the customer quickly

A standard time to resolve the query is 24 hours, but you should try to resolve the issue as soon as possible. Most of the customers are impatient. They get frustrated when they do not get service as they expected. However, it is justified to some extent – after all, they have paid for it. 

Note: Sometimes, customers come up with grievances because you fail to communicate an important update. For instance, if your server has a technical glitch and that is creating hindrances in the processing of debt consolidation loans that are available for bad credit people in the UK, you should immediately inform all your customers of it through message, email etc. 

An Apology is not enough. Present a solution

Sometimes you come up with a customer with a strange problem that you have never heard before. If so, do not simple try to solve the matter by saying “We’re sorry”. It may take some time but find a robust solution. Inform your client if you need some time to resolve the matter and assure them that you will have come up with an effective solution by that time. 

Track complaints

Tracking will help you look over the type of complaints you get repetitively. If you have been getting the same complaint from the same customer, it is not worth paying attention, but if you get the same complaints from multiple customers, it should ring alarm bells loud enough. 

To log all complaints, you will need a software tool. It will not only show the type of complaints you have been receiving but sort them out between high volume and low volume. 

Sometimes it is hard to handle complaints because customers are impertinent and sometimes they come up with a problem that you need some time to find out a solution. If you do not want to lose your customers to your competitors, you should carefully analyse their problems to provide them with a permanent solution.