Complaints. We’ve all had them, and we’ve all complained. Most people hate receiving them, they take it as a personal affront. Some ignore them, or treat them with disdain.
If ever you receive a complaint, welcome it. This is really important information. Managing a complaint well can turn a complaining customer into a lifelong advocate for your business.
How should you deal with a complaint?
A complaint is a great opportunity to learn. Designing great customer experiences is about understanding things from the user’s perspective. So when someone takes the time to contact you to complain, it’s time to listen up and learn.
- Apologise. Be empathetic – listen to their issues, deeply listen and try to understand how and why they feel the way they do.
- Thank them sincerely for taking the time to let you know they were unhappy. If they hadn’t done that and had just chosen to switch to a competitor, you would be a customer down but wouldn’t be any the wiser. So be grateful, this is a good thing!
- Ask them what you could have done to have prevented the problem. Don’t assume you know.
- Do whatever you need to do to make them happy. Maybe you need to give a refund, or offer a different product. Fix the problem. Quickly.
- Share the feedback with your team. It’s important that you all understand what went wrong so that you can learn from the experience.
It may be that the system has just broken down and that your carefully designed customer journey map is still the right way to do things. It happens, we’re human, and sometimes we make mistakes.
However, if it’s something other than that, then it’s an opportunity to learn and improve.
How do you deal with complaints in your business? Let us know!