In the unfavorable event where a customer makes a complaint about your company, it is practical to gather as much information as you can about the concern. Make sure to jot down all the details of the complaint, who was there when it happened, when and where it took place, etc. Afterward, create an analysis report concern that customers containing the details of the complaint and the initial solutions to be made.
Listen intently to what your customer has to say. Regardless of the harsh words, stay present at the moment and take note of the crucial points which led to the dissatisfaction of your customers. Studies have shown that “customers care more about quality than a fast response.”
Apologize and offer solutions to the problem. Complaints have varying degrees of relevance, so make sure to distinguish relevant issues from those that were made to look big by overreacting customers. Otherwise, show professional courtesy by apologizing for the inconvenience followed by offering options to appease the customer. Studies found that 45 percent of customers accepted an apology more than compensation.
Be Proactive Throughout the Whole Process
You may have offered a discount for the next product that the customer will buy or replaced their purchases with a brand new or better merchandise. This is not where your customer service should stop unless your customer feels satisfied enough. “Going the extra mile” is a common saying among hospitality professionals.
Make a follow up at least once or twice with the customer if necessary. Use surveys or chat with them through email to get their feedback and use their suggestions to improve your services. Take the initiative to tell the customer about the steps taken to accomplish the recommendations from their feedback because they have a right to know.
Handling customer complaints can sometimes get complicated. But with general liability insurance, charges for complaints that are filed against you are covered by insurance. Your business won’t be disrupted or face bankruptcy since money from the company is not used to pay for liability costs.
At Independent Executive Insurance Brokers, we do our best in making sure that our clients are well-protected with affordable and comprehensive policies. We make sure to go the extra mile to help you with your needs. To learn more about how we can help you, please contact our agency at (805) 624-4815 or Click Here to request a free quote.