10 Tips in Responding to Customer Complaints

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10 Tips in Responding to Customer Complaints

10 Tips in Responding to Customer Complaints

As a business owner, customers are breath in business sustainability. Business customers are people buying your products, satisfied with your products or services and products, and complain about your product. However, how do you handle customer complaints?

The term customer complaints raises negative feelings. How can complaints be seen as anything other than a bad thing?

But no matter how hard you work to provide high quality products and exceptional customer service, unhappy customers will always be there.

There is no business that can fully cover the reality of customer complaints. But for companies who know how to deal with customer complaints very well, they can make more opportunities than obligations.

What are the most common customer complaints?

Here are some common customer complaints, and what you can do to overcome them.

1. Long wait time

When the customer calls you with complaints, they feel frustrated. So postponed for a long time making problems getting worse.

According to the Zendesk customer experience trend report, almost 60% of customers say that the delay is the most frustrating service experience aspect.

The long waiting time can mean the demand is too high to be fulfilled by your customer service staff. Look at the peak and valley in the call center request, and try setting these times to adjust.

You might also be able to fend off some customer service calls by increasing your independent service technology. Customers often choose to complete their own problems, so this is equally profitable.

2. Must repeat the problem of the problem

Customers really don’t like having to tell their problems to representatives repeatedly. This happens when they are transferred between agents.

Or, when your customer service representative cannot easily access all the information they need to help callers. But the final result is the same: when the customer must repeat their problems several times, it makes frustration. And that means a bad customer experience.

Investing in CRM software can eliminate the difficulties of this process. Using the right technology can connect your agent with the information they need to help customers without transferring calls, and without the need for a lot of repetition. It can help your team complete service tickets faster.

3. Can not contact support

The automatic telephone system can help determine the priority of the ticket for your staff, and answer general questions without the need for human agents. However, when customers are trapped in a circle without a way to contact a direct representative, they become frustrated.

Make sure you offer support on various channels – telephone, messaging, direct chat, and email. With the right customer service software, your agent can easily switch between channels when the customer wants it.

For example, when the customer starts with a phone call, then wants to switch to sending messages, it’s easy for your agent to keep the conversation running smoothly.

Why are customer complaints important?

Research shows that people trust themselves by word of mouth rather than brand advertising. 83 percent said they trusted friends and family, which were not surprising, but 66 percent said they also trusted the opinions posted by foreigners online. And 55 percent of consumers complain on social media when they have a problem with a company.

Obviously: Complaints One angry customer can be strengthened and affect the opinions of many others.

The important thing is that most customers don’t really care about any situation that causes their initial complaints than how the company handles it.

They don’t complain to make you look bad – they want you to respond with a solution. And if you do it well, you can change negatively positive.

Harvard Business Review found that people who complained or write negative comments about a brand on social media and received more loyal responses afterwards than those who never complained at all.

Listening to customer complaints is not only an integral part of good customer service, but the feedback they provide is more than just assessing customer satisfaction brownies points – this can also help improve your business as a whole.

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10 Tips for Handling Good Customer Complaints

Here are two levels to handle customer complaints effectively. Your agent must respond directly to the situation, and the company must provide the right tools to equip the customer support team in order to do their work properly. Success requires several key steps on both levels.

A good strategy for resolving customer complaints must be top-down. Every company that wants to be more focused on customers must prioritize these three first tips.

1. Make answers to general complaints easily found

Speed ​​is an important factor whether customers are satisfied with customer support interactions. That’s where the knowledge base is neatly arranged and can be traced can help. When answers are easily accessible, this increases agent productivity, allowing faster resolution for your customers.

2. Make sure you have relevant details

The era of omnichannel support has made the provision of customer experience integrated throughout channels to be more complicated.

But customers don’t care about the challenges of what you face. If they have to repeat their complaints three times different in three different channels, they will likely not come from the experience of feeling better about your brand.

Therefore, the customer service team needs a way to find relevant contexts about customers and their complaints, such as their email, how long they become customers, and why they last contacted, when they began to communicate with them.

Arms Your team with integrated customer relations management tools that provide a centralized location for all customer information.

3. Track general customer complaints

Complaints of individual customers are always different, there will be one outline. When one customer struggles with a problem, the other is most likely in the same situation.

To improve the overall customer experience, create a system to track all the incoming tickets so you can see customer feedback trends. Then use the data to strengthen the customer’s voice by basing innovation in the customer-centered metric.

After your agent has software, tools, and the process of managing the right complaints, it’s up to them to provide the best response to resolve customer problems. The next seven tips can help your agent managing angry customers better.

4. Understand various types of customers

There is no one-size solution for all to handle customer complaints – even anger customers don’t want the same thing from customer service interactions. The right response will depend on their specific customers and situations.

Some want a refund and others seek more for apologies. Agents will benefit from learning to recognize various types of customers difficult, and the best way to handle each.

5. Develop the right tone

It is very challenging to remain calm and keep moderate tones and good when dealing with confrontative or dissatisfied customers.

And we not only talk about the conversation that happens by telephone – we are all at the other end of the email or passive-aggressive text message.

Elderly service must try to relieve the situation with a measurable response while remaining human, which involves empathy and curiosity – sounds like a robot without emotion also won’t help. This is a balance that is hard to find, but that makes a difference.

Reading your responses loudly before sending it can make a big difference. Check each language loaded to ensure you do not accidentally blame the customer for anything or put them in defense mode – although initially the problem is their mistake.

6. Listen before you respond

When someone is upset, one of the main things they want is to feel heard. Don’t try to finish customer complaints before you take the time to understand it.

Start by attending and use reflective listening skills. Repeat their complaints back to confirm that you understand.

To complain, ask someone to take the time to hear what they say, acknowledge that the complaint is valid, and apologizing often means by getting a refund or special offer.

Instead of directly to the solution room, you also need to make sure that you have a complete context, which requires you to ask the right questions, and of course, listen more.

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For example, if you are a B2B company, you definitely want to ask questions that help you better understand what happens internally in the customer’s company. For customers who are very angry, directing conversations by asking further questions after you listen to it can help relieve tension too.

7. Recognize mistakes

Customers will complain about situations that are beyond your control. But this can be very confusing. When you find yourself in that situation, it’s important to recognize the mistake.

Take any input available: Have, and have how your team can get better, don’t be afraid to share that moment with that customer.

For example, just say something like, “If I am in your position, I will also be disappointed”, showing customers that you are on their side, will make them feel heard.

8. Communicate hope

Explain to customers in advance how long they can expect a settlement or how much you can do for them.

Don’t promise what you can’t do. People will often understand any limits on what agents can offer, during reasonable expectations communicated from the start.

Even though you might feel disappointing customers, committed to honesty and transparency is very important. Be real with that customer and remember that you are not a Google human. This means it’s okay if you can’t directly give them the solution they are looking for.

Even though the conversation was difficult and it could feel awkward at first, it was okay to say, ‘it’s impossible today, but this is what we can do for a while.’ Or, ‘I don’t have that information now, but I will find out .

And even if you find that the answer is not what they like, it’s okay. What’s important is you do your part in dealing with the right team and committed to following up, which directs us to the next tip.

9. Give the best solution

After you understand the problem faced, follow up, and determine the best way to solve it. The lack of follow-up will be 100 percent destroy the relationship and good intentions that you have built with your customers.

Whether it’s a problem talking about them through troubleshooting steps, sending replacement products, giving a refund, or sincere apology that you can’t give what they expect, give them something to make sure they go feeling better about the brand. It was a good service recovery.

10. Work harder

After you follow up, if you have bandwidth, do extras. Exceeding your customer’s expectations will pay off – 77% of customers will recommend the company after having a positive experience with him.

This might mean surprising customers with a record of handwriting or giving them discounts in the future.


It is important to have a strategy that is ready to react to customer complaints, but there are also some things you can try to proactively reduce the possibility that happens from the start. Here are some things that can not be done to help you anticipate customer complaints:


Send your customer survey. Ask customers how you can do better before they reach themselves. Use that information to provide a better experience.

Do not do it:

Connect future problems. Sometimes when customers know one problem, you will see a truly separate problem appearing beside it. Don’t be afraid to speak up, even though it’s not related to their initial request.


Use technology such as artificial working (AI). AI can help support teams to be proactively think while doing heavy work for them. For example, AI can predict poor satisfaction ratings before it happens.

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