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Every company gets customer complaints. However, not every company knows how to respond the right way, especially in a way that saves their relationship with the customer. Here are five ways to redeem your customer complaints, and turn them into positive interactions.
1. Make giving feedback easy.
Create an environment in which it’s easy for customers to contact you. Customers are more likely to provide feedback by print or email than they are at the checkout counter or with a sales rep. Use multiple channels (printed forms, email, easily accessible website forms) to get their input.
2. Offer personal responses.
Don’t send customers to a generic customer service number. If you get a complaint, personalize your response to who complained and what they complained about.
3. Pre-fill response forms.
The easier you make it for customers to return forms, the more likely that they are to do so. Plus, it makes them feel valued and reduces the negative experience of making a complaint.
4. Go multi-channel.
Surveys show that when brands communicate with customers across multiple channels, customers are happier both with their purchases and the brand overall. Create a consistent brand experience regardless of the channel that the customer uses to communicate with you.
5. Lean into your data.
Data-driven communications can really help with customer retention and customer satisfaction. Use triggered messaging to automatically generate thank yous (such as personalized thank-you emails) to let them know that you appreciate the feedback.
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