Managing Complaints 101: Tips on How to Deal with Disgruntled Customers

Dealing with disgruntled customers can be one of the hardest things to do in business. There are several factors that you will have to consider. For instance, who was at fault? Is it the customer’s fault or it is something that happened on your end that made them pissed off? Here, you will understand how to deal with complaints and even negative reviews online.  

Dig deeper into the incident

The first thing that you will have to do is to know what occurred in the situation. You need to make sure that you investigate the incident. From whose end was the problem? Was it part of your company that made the mistake? Or perhaps, it was a third party that caused the problem? A lot of companies usually get the blame because the courier mishandled the package. This can be problematic for the buyer but you will still most likely get the blame.

There are instances when the customer made a mistake probably in setting up the product that made it problematic on their part. You will have to explain it still that perhaps they didn’t follow the instructions.

Consider Providing Discounts

A lot of customers are more than happy to take a coupon code for their next purchase. But this doesn’t apply to everyone. You have restaurants that usually do this type of setup if they find that their customers are having problems with the quality of food or the service.

And if they still won’t settle for a discount, you can send a replacement plus some freebies. This most likely appeases the individuals who weren’t happy with the product or service.

Respond online

Responding online can help save face for your company. There are instances when you can still win back potential customers who saw the negative review. A lot of potential customers shun away from companies that just let negative comments about their company run wild. It shows that the company is simply in it for the money. However, if you are going to answer the negative comments about your products and services online, it only means that you are trying your best to improve your overall services to your customers.

Create a better system to avoid problems in the future

You also want to make sure that you minimize incidences wherein you get in trouble. You want to make sure that you develop a system that can prevent these things. Perhaps, hire someone who will be doing quality control? Or maybe, hire someone who is going to be dedicated to taking a closer look at your existing system. These are simple yet effective strategies that can help your company in the long run.

Getting the help of reviewers

You also want to ask the help of reviewers. This way, you can get an honest assessment of whether or not the product or the service is good. This will be a good way to do quality control on your end. However, don’t hire someone who earns form promoting products on his or her channels. Get someone who is more than willing to take off the gloves for you to know the real score on your products and services.