Artificial Intelligence

Step-By-Step Guide: How to Handle Customer Complaints

Customer complaints: Top 7 common complaints & how to resolve them

customer queries

Sometimes, if left alone, these complaints can snowball and turn into a much bigger issue, so it’s important to be proactive and address these as quickly as possible. You can handle this by replacing or refunding the dysfunctional product. Find out what the customer needs, then help them accomplish that with the chosen item or service. Or educate the customer if there’s a lack of understanding of how the product or service works. During this follow-up, apologize again and make sure you’ve taken care of everything they needed. It might be extremely difficult to do, you must stay calm when handling a customer complaint.

Generally, you should choose a reliable and accessible system, such as a CRM software, a spreadsheet, or a database. From the customer, collect and record relevant information like their name, contact details, date and time, product/service involved, description of the issue, customer queries and desired outcome. Assign each complaint a unique reference number and status, categorize and prioritize them according to severity, urgency, and complexity. Assign the complaints to the appropriate staff or department with the authority and resources to handle them.

A single customer can sometimes consume most of your time, delaying your work such as solving other customers’ queries, demonstrating products for potential sales, etc. Your FAQ section can have answers to all your customers’ common questions in one place. You can update it every time you or your team feels something needs to be added. IVR can be very useful for your customer service agents as well as your customers. Unhappy customers churn faster when they receive delayed responses to their complaints. 68% of the customers will stop doing business with you if they feel ignored.

Taking responsibility for shortcomings and acknowledging consumer frustrations—even when dealing with difficult customers—demonstrates that your business values integrity. This can increase the customer’s confidence and diffuse the situation. If your organization offers support on only one channel, customers are likely to complain, especially if it’s a channel that’s inconvenient for them. Customers can become dissatisfied with a business for several reasons.

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Then make sure to follow up with them a few days later after you’ve resolved the problem. After you’ve listened to your customer’s complaint and the individual has had a chance to calm down, it’s your turn to take the initiative and get all the facts. Now is the time that you can calmly start asking questions for clarification.

It’s a high-stakes game—61 percent of customers would now defect to a competitor after just one bad experience. You can foun additiona information about ai customer service and artificial intelligence and NLP. In the future, innovative technologies such as AI and machine learning may transform customer service and customer support even further. Some of these advancements are already available in chatbots and other virtual assistants, which help save time for customer service representatives and offer customers more convenient service and support. A survey conducted by CSG found that 36% of respondents would rather wait on hold to speak with a human agent than use an AI-powered virtual assistant to resolve their issue. If you suspect your team is falling short of expectations for response and issue resolution times, use data analytics to track your team’s performance.

How to deal with customer complaints

South Korean auto brand, Hyundai, is the next customer service example on our list. The company is the third largest car manufacturer globally in terms of production volume and sells its vehicles in almost every country in the world. We are doing our best to provide a positive shopping experience and would appreciate more feedback if you could spare some time. If you have further concerns or questions, please don’t hesitate to contact us. We are committed to providing the best products and services to our customers, and we take all feedback seriously. We value your business and are committed to providing you with the best possible experience.

This will help you to understand which platform your customers are using the most. And it will also give you important insights into the demography of your audience too. For instance, Air India has a chatbot called “Maharaja,” which is named after the company’s brand logo. This can help people to converse in any language they want at any time of the day.

Pouring gasoline on a fire will only make it burn hotter and brighter. Similarly, being reactive to upset customers can quickly degrade the situation into an unpleasant experience for all parties involved. It’s important to note that customers may fall into more than one category. Knowing which type of customer you’re dealing with can help you serve them better.

customer queries

Although meeting customer expectations is important for any brand, it’s a particularly important part of the job for customer service reps at an online company. Customer calls may be the only person-to-person interactions the company has with its customers. Therefore, it’s critical to have a team skilled enough to deliver excellent customer experiences and expertly address customer complaint resolution. An issue managed to the customer’s satisfaction can make the difference between customer retention and churn. Every customer relationship salvaged means continued revenues and growing customer lifetime value (CLTV), metrics that are vital to your business’s financial position. Recording customer complaints is not only a way to keep track of the issues and solutions, but also to comprehend the root causes, patterns, and impacts of the complaints.

Follow-up after a resolution

Not only should you apologize when a customer’s experience is not satisfactory, you also need to explain how you will fix the problem. If the example above ended after those two paragraphs, I would have hardly handled it well and I wouldn’t blame the customer if they felt they were left empty-handed. A proper response to a customer complaint is incomplete without an explanation of what happens next. Immediately after thanking the customer, you should apologize for what happened and express empathy by explaining your understanding of the situation. This will let your customer know that you’ve taken the time to truly listen or read their complaint. Plus, restating the issue can help ensure you did not misinterpret what happened.

An apology allows you to defuse the situation and move closer to finding a resolution. If you made a mistake or didn’t deliver on a particular promise, sincerely apologize to the customer who’s complaining and acknowledge the validity of their situation. First, negative interactions probably aren’t the norm (if they are, you’re doing something wrong). Second, negative feedback is usually specific to a certain product or thing.

In fact, one study found that 31% of customers expect a response within an hour. With these types of complaints, it’s good to offer solutions or workarounds when available. You could even point them in the direction of another provider if it’s simply something you don’t offer, which can help build credibility with the customer. A long-term solution to this problem is to invest in help desk software. A help desk can manage and distribute incoming service requests to the most ideal agents.

customer queries

Active listening techniques can, and should, be used with your customers all the time. Don’t assume that you know what the customer wants or needs, and don’t dismiss them as trivial either. When frustrated, people can have difficulty expressing their concerns or what they need from you to make them happy. Allowing your customer to talk will give him or her time to calm down. Often, you can resolve an issue just by listening to your customers and allowing them to vent. More now than ever, thanks to the internet and social media, people are becoming increasingly vocal about their experiences with businesses – whether it’s good or bad.

Your roadmap to building stronger customer relationships starts here. Discover five proven strategies to enhance cross-team communication and collaboration within your organization. It could get overwhelming and your customers may just skip reading it all. Also, it’s important to go over all the pre-checks before plunging into the solution.

I hope this in some part makes up for whatever loss your business incurred during the outage. That said, I know that doesn‘t make up for the revenue you lost and may not get back. I completely understand you could have lost business because of this issue, and that’s not acceptable.

It will always be outstanding customer service that will make them come back for more. By addressing their customer service problems, you want your customers to walk away from the interaction feeling not only satisfied with the outcome but valued, understood, and prioritized. Try to adopt the solutions mentioned above and wherever required make use of a competent customer support tool to upgrade your customer service and delight your customers. In customer service, it’s important to create positive experiences for your customers. Remember that customers pay close attention to the small details when they’re feeling distressed.

Most businesses rely on a host of SaaS applications to keep their operations running—but those services often fail to work together smoothly. “Build trust through empathy, honesty, expectation setting, and by advocating for customers internally with data and insights,” says Kale. For Brian Kale, Director of Customer Success at Novo, Apple is the gold standard of customer support.

It’s well-known that retaining an existing customer is far more cost-effective than acquiring a new one. Studies show that attracting a new customer can cost five times more than retaining one, so you want to give your happy and unhappy customers the best value. Customer support could look very different depending on your business, industry, and who your customers are.

These are typically consistent with feedback from multiple customers or align with the company’s strategic goals for enhancing customer satisfaction. The key to overcoming these common issues is by creating a clear process and a coordinated response that addresses the customer’s complaints. For example, if several customers complain about a specific issue, you can use their feedback to improve your product or service. By providing excellent customer service, you can retain current customers, win over new customers, and build a stellar reputation for your brand. Effectively dealing with complaints is part of building customer relationships and establishing yourself as a customer-centric company.

customer queries

Customer surveys can offer very valuable and actionable insights into customer experience as well as the quality of your customer support and service. When customers reach out to your support team, more often than not, it’s because of an issue they’re facing. Customer support teams have an excellent opportunity here to turn your customers’ experience around through speedy and high-quality support. Identifying different touchpoints in your customers’ journey can help you plan opportunities for proactive customer service.

Automated phone loops

Processing criticism is harder if you‘re getting it in real time, like in person or over a phone call. See how SurveyMonkey can help improve customer service by gathering valuable feedback and insights from customers and employees. Get started today to garner targeted responses to enhance customer service operations.

It’s common for help desks to have some sort of internal notes capability. For example, with Help Scout, agents can quickly create conversation summaries with AI summarize as well as add notes to a conversation so anyone taking over the case in the future has more context. If anything in the guide is unclear, or you have any further questions, please let me know. Again, my apologies for the trouble, and if you have any other questions or concerns, please don’t hesitate to let me know. If it’s a personnel issue, then you can assure them about following up or you can escalate to a manager.

According to Startup Bonsai, 80% of consumers are likelier to buy from a business that provides a personally tailored experience. Personalized experiences can drastically reduce the number of unhappy customers by ensuring the shopping experience is driven by their unique wants and needs. However, many businesses fail to connect with customers in this regard.

Strengthen your customer service skills

Companies are now investing in chatbots, live chat support, mobile messenger support, etc. for better customer service support. First Response Time measures the average time taken by an agent to respond to an initial customer request, complaint, or query. More often than not, customers value a quick first response to their queries more than a deliberate but delayed response. Omnichannel support is about offering customers an integrated and seamless customer experience. It ensures that no customer issue gets missed, and all customers enjoy a consistent support experience.

While some products might sell themselves–even to customers who are experts in the industry—it’s important to be able to answer questions that  allow you to explain your company’s differentiators. Customer service representatives are the face of a business, especially in e-commerce—that’s why educating your team on all possible solutions they can provide to your customers is vital. Customer service involves navigating challenging situations that can change frequently. The best way to manage difficult circumstances is to prioritize the tasks that require the most attention.

Passengers can run into all kinds of difficulties which require support from the company. Booking problems, delayed flights, and, as in this example, lost luggage, are just a few of the problems that airline customer service teams have to deal with. Mailchimp is a popular email marketing/email marketing automation platform, used by millions of small and medium businesses around the world. As with many technology brands, the company has to handle a lot of tech-support queries through its social channels, as well as the regular complaints and queries that most B2C brands will be familiar with. While it’s something brands should do as good practice, companies using social media for customer service will find that it provides a lot of additional benefits beyond simply making customers happier.

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Instead of clicking on links on a webpage, chatbots can answer verbal and written questions. Organizations that use chatbots typically train them on frequently asked questions and tasks, and program them to their specific industries. Customer support teams also interact with customers, but they are part of the larger customer service department to answer product-related questions and troubleshoot problems when necessary. Depending on the industry, support teams provide guidance with electronic equipment, software and apparel, among other products. Customer support agents solve problems related to products customers purchase or use. With an omnichannel support strategy in place, support teams can resolve more number of customer requests faster.

Though it can be tempting to ignore online reviews, you should give the same time and energy to those who submit feedback digitally as you would with in-person complaints. After all, research shows most consumers are using social media and the internet to discover new brands and products. Your customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses; don’t let your telephone prompts or website send them down a rabbit hole.

Be upfront with customers in every aspect of your business, from product specifications to support hours. Doing so can foster consistency across your organization, help you set clear customer expectations, and reduce complaints. We sincerely appreciate your feedback and apologize that the interaction didn’t go as hoped. We take pride in offering great service and take it seriously when we don’t meet expectations.

By using the templates we listed above, you can ensure that your customers’ concerns are addressed promptly and effectively and that you save a lot of time and effort in the process. If you have any questions or would like to discuss this further, please don’t hesitate to reach out to our customer service team. To ensure your order is shipped to the correct address, please click on the following link [Insert link] to update your shipping information. If you did not make this request, please reach out to our customer service team immediately. Unfortunately, we’re unable to offer the discount you requested at this time.

Some help desks also offer the ability to integrate with certain software that make tracking feature requests even easier. For example, Help Scout has a Jira integration that allows you to create feature requests or link to existing ones all without leaving the message. Around 70% of people will actually try to find an answer on their own before contacting support, and not being able to find the answer they’re looking for can be really frustrating.

  • Consider setting up an action plan for recurring customer complaints.
  • At the same time, your customer service reps will also have more time to deal with urgent customer queries.
  • Ensure you’re up to speed with conversations the customer has had with other team members so they don’t need to repeat information.
  • We value your feedback and would love to assist you with your future purchases.

Solve all your customer questions, simple and complex with the perfect marriage of automation and humanity with Engati Live Chat. Your agent should be aware of the entire conversation they’ve had with your chatbot. Keep reading to find out how to avoid leaving your customers tugging their hair in frustration. Thank you for reaching out and letting us know about the issue with your subscription renewal. I sincerely apologize for the inconvenience your disruption of service may have caused.

customer queries

This function ensures that all of the interactions customers have with your brand holistically contribute to their organization’s overall growth and success. Engaging with customers via unique experiences and interactions can help brands create a deep emotional connection with them. According to a research by global analytics firm Gallup, customers who are fully engaged with a brand contribute 23% more in terms of profitability and revenue as compared to the average customer.

  • Record the customer’s feedback and satisfaction after closing the complaint.
  • To do this, we need you to provide us with your bank account details so that we can initiate a refund.
  • While no business owner wants to receive customer complaints, these complaints can actually present an opportunity for your company.
  • One of the most common types of complaints are issues with your product or service.
  • It gives customers a chance to explain their grievances with more clarity, and customer support agents to solve them, with more empathy and patience.

Remember that the customer may already be on the brink of losing it if the call has already been transferred several times. When people engage with businesses, and it does not turn out as per their expectations, it is the ultimate death knell to your reputation. Problems, queries, and complaints, you never know what’s in store for you next. Some days you could be solving customer problems for one distressed client, whereas other days can feel like a train wreck. By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. Contacting your angry customer after finding a solution for them might be the last thing you want to do, but after all that hard work, following up with your customer is the icing on the cake for them.

We are in an age where competition is immense, and differentiating your brand solely on the basis of your product and service offerings is becoming more and more challenging. In a scenario like this, customers tend to flock to brands that they perceive will offer better value in comparison to their competitors. Once the customer is calm, you can kindly explain to them where the mix-up happened and offer a genuine explanation. As soon as the customer understands the issue, politely ask that they remove the negative review — that‘s if they don’t offer to do it first. If your solution involves giving the customer a gift certificate or free product, reach out to them for feedback after they’ve had another experience with your business.

Addressing these complaints is crucial to maintaining a healthy relationship with your customers. They offer you a chance to fix a problem and retain a customer while providing valuable feedback to help you improve your business. If handled effectively, you can convert a customer complaint into an opportunity for growth and enhanced customer satisfaction. Running a business isn’t just about delivering products or services; it’s also about keeping customers satisfied! Rather than viewing them as setbacks, you can view them as transformational opportunities for growth.

Our support team is available to help you with any technical issues you may be experiencing. Please contact us with more information, and we will escalate your case to our specialized technical support team for assistance. We appreciate your patience and understanding as we work to resolve this issue.

An important aspect of good troubleshooting is being able to effectively communicate with customers to get all the details about the issues they are facing. According to a report by Profitwell, companies with a dedicated customer success team see about a 27% decrease in gross churn and up to 125% increase in expansion revenue. SaaS businesses often offer customers free trials with the hope that they can convert those trial users into long-term paying customers. Brands that ‘wow’ their customers with stellar customer service are bound to earn their respect and admiration by way of testimonials and referrals. The happier your customers, the more likely they are to maintain a long-term association with your brand. The amount of money a single client spends on your business during their association with you and lowers your operating costs to serve them.