How to deal with customer complaints in an online environment?
Published in 18 de diciembre de 2013
Dealing with online complaints may not always be a bad thing. Understanding the customers needs can help improve your business. But first of all you should know some basic tips that can help your company deal with the virtual “trouble makers”. Read the following post to find out more.
As
companies all over the world are becoming increasingly active in the
virtual world, what also grows is a number of customer complaints. We
can clearly see a steady growth of public engagement especially
through social networks. The digital world has no limits and everyone
can influence our company image. That's why it's so important to deal
with all of those who visit our website in a proper way and know how to deal with customer complaints.
Dealing
with online complaints may not always be a bad thing. Understanding
the customer complaints can become an opportunity of improving your
business. But first of all you should know some basic tips that can
help your company deal with the virtual “trouble makers”.
The customer needs to be heard
Every professional company on the market should have a team that is capable to deal with complaints, understand, and solve them. If someone makes an effort to contact your company it must be for a reason (ex. report a problem) and a help desk team should take every issue into consideration.
Answer quick
One of the worst mistakes companies can make is to delay with the answer to customer complaints. What's the point of having a proper customer care approach and trained staff if there is not enough attendants and your customers need to wait in order to receive help?
That's why it's important to invest in a great team that is capable of meeting the company demand. This is essential so that the response time to clients is short andprofessional. The faster your company respond and resolve problems, the better impression you will pass to your clients.
The idea is to set a deadline to respond to customers and solve problems without making them feel ignored and forgotten.
If your company gives a careless impression about customer claims it may end up really bad for you. Unhappy customers tend to “share” their disappointment in other media and build a bad fame about your business.
Always answer in the same way
When a client contact you by phone it simply means that for this person this is the most appropriate way to communicate with you. This rule also applies to the online environment. If someone contacts you through social media you should answer using the same social channel.
Be responsible
Be responsible when dealing with customer problems and complaints. Take a professional approach and show that your company is able to help in any case. By doing so you will demonstrate a full professionalism and if your customer realize that you have control over his problems with the intent to solve complaints, it will be a great step toward success.
Take this opportunity to create a good relationship between the company and customers. By following the steps above you can strengthen a company image, even if your company does not have the straightforward solutions to resolve the problem. The big step towards the success is already when your clients realize that you do everything you can to help.
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