There’s no foolproof method for avoiding customer complaints. No matter what your business does to improve customer relations, there’s always the chance of disappointing someone. That’s the nature of running a business and building a brand. The question is whether you’re willing to disappoint a few people in order to better serve the majority of your customers. While it’s impossible to please everyone, you can certainly work towards minimizing the amount of customer complaints you receive by simply focusing on the needs and wants of your target audience.
Here are some important tips to help you reduce customer complaints and improve your overall interactions and business practices.
iStock.com/Tero Vesalainen
Implement the Latest Technology in Your Business Operations
If you’re wondering how to avoid customer complaints, the most effective way is to make sure that all of your business technology is kept up to date. No one wants to toil around with old and outdated equipment. Make sure that all your hardware and software includes the latest updates. This will make the jobs of your customer service representatives a lot easier, which will in turn lower their call times and heighten their ability to better assist customers and resolve their issues.
Take Feedback Seriously
Nowadays, customers have more avenues than ever to launch public complaints about your business. Social media is one of the biggest platforms customers use to air their grievances because this is arguably the best way to get a brand’s attention. Other customers can see the complaints and if they’re not dealt with promptly in an appropriate fashion, then that could lead to negative publicity for your brand. Be sure to take all customer feedback seriously and respond in a timely and professional manner to all complaints.
Instill a Customer Loyalty Program
It might not seem like such a good idea to invite customers to complain about your business, but offering customers an incentive to voice their opinions is a great way to help cushion the blow. This is a win-win situation because you’ll receive valuable feedback and steps you can take to help improve your business practices from actual customers and they’ll receive a little something in return for their troubles. Loyalty programs can offer things like sample products, a limited time trial subscription, or a points system that leads to greater rewards in the future.
Work on Improving Employee Communications
Detailed employee communication is important to sustaining smooth business operations. All of your employees should be on the same page regarding incentive program rules, company policies, and customer relations. This is where ongoing training and communication can go a long way because imagine being a customer and being told one thing from one representative only to call in on a separate occasion and being told something completely different from another representative. Miscommunication and incorrect information can be very frustrating and confusing for customers, leading them to leave bad reviews or issue official complaints against your company.
Actively Educate Customers about Your Brand
Educating customers and potential customers about your brand is an important aspect of building brand awareness and establishing a strong online presence. Don’t assume that just because you have a business that customers will automatically come flocking to your web site ready to make a purchase. You need to make your brand initiatives and objectives as clear as possible to ensure that customers know what they’re signing up for or purchasing without confusion. Create clear and concise web site content that thoroughly explains what your company does and what you can offer to your customers. Education is essential when it comes to establishing a positive and professional brand image.
The last thing you want to happen is for your customers to leave your web site feeling more confused than ever about what you do. And even worse than that, your customers shouldn’t have a hard time finding the information they’re looking for on your web site. Additionally, all information should be correct, updated, and consistent to avoid any further confusion and frustration that leads to complaints.
Provide Excellent Customer Service
More than anything else, the level of customer service you provide should be top-notch. Remember, the customer is always right even if they aren’t and you need to do everything in your power to guarantee that all of their questions are answered and their concerns are properly addressed. Granted, there are always going to be those few customers who are impossible to satisfy no matter what you do, but that doesn’t mean you shouldn’t deliver the best possible customer service to them anyway. Even if the interaction turns sour and you’re unable to save the account, at least you can say that you made an honest effort to retain the customer and keep them happy.
Great customer service entails taking the time to understand the needs of your customers, answering their questions, and doing everything you can to rectify a negative experience. Sometimes, that means going well above and beyond by giving them a special incentive to continue supporting your brand.
Empower Your Employees and Execute Thorough Quality Control
Sometimes, employees will be forced to make tough decisions in the name of keeping a customer happy. They need to feel empowered to do so within reason without having to constantly place a customer on hold to check with a manager if their actions are acceptable. Over time, most employees gain a strong intuition regarding how far they can take it, but they need to know they have the support of their managers in order to follow through.
Customer service is one thing, but quality control is also extremely important if you’re wondering how to lower customer complaints. Make sure all of your products and services are excellent quality and your customers won’t have much to complain about.
Hire a Reputable Call Center Like 3C Contact Services
3C Contact Services is one of the leading call centers in North America. We represent numerous successful e-commerce and brick-and-mortar business, handling their day-to-day customer interactions via e-mail, phone, and live chat. Contact us today to learn how we can help you reduce the amount of customer complaints you receive
