Customer dissatisfaction can happen regardless of the years and experience of a company. Customers may criticize harshly when not satisfied with the service or product. For this reason, I would like to invite you to learn about how to manage claims, complaints and suggestions effectively.
Managing claims, complaints and suggestions: what does it mean?
Basically, it is about the methodical and careful handling of customers’ criticisms and opinions, both positive and negative, about the service or product provided by the company.
Those in charge of the company will have the duty to carefully analyze the comments, eliminating the opinions that are a misunderstanding or based on personal discomfort, and selecting those that can bring benefits to the business.
During this process, it should be taken into account whose responsibility it falls under, as well as how it should be managed to meet the customer’s expectations, turning negative criticism into a positive one.
Tips for handling claims, complaints and suggestions
When companies do not know how to deal with a complaint, they may not only lose the dissatisfied customer but also face major problems. However, a complaint handled correctly by the person who is in charge can make up for any failure in the eyes of the customer.
Moreover, managing claims, complaints, and suggestions will make the company brand enhance its relationship with the customer, projecting itself positively. I recommend taking the following items into account.
Think about solutions, all the time
Customers dissatisfied with a service or product, that want to vent their frustrations, or simply get a quick solution to their inconveniences can appear at any time.
People in charge should study, plan and establish a possible solution for each problem. This way, the company will be able to satisfy the customer’s demands, without losing control or generating more problems.
Pay attention to what your customers say!
Customers’ opinions are fundamental to improving your company since they can help you address the complaints or suggestions they may have.
When faced with a complaint, it is important to focus on the issue and pay attention to the customer’s message. This will both allow you to improve their experience and your product or service, increasing the positive image of the brand.
Respond in a timely manner
Annoyed customers will always ask for an immediate solution to their problems, therefore it is advisable to hire staff trained to address conflicts in the shortest possible time or train them to do so.
The objective is to avoid the customer’s annoyance from escalating and turning into a situation difficult to control.
Assume responsibility
Sometimes, the real problem is not the product or service provided by the company, but the customer. However, it is not a good idea to tell them so, since customers, while they could be wrong, are the ones who help the company grow. Therefore, you should take responsibility for a particular issue related to their complaint and not for the product or service in general.
On the other hand, if the customer makes a legal complaint, you should apologize for their troubles and let them know that the problem will not happen again.
Ask for feedback
Keep in mind that when offering a necessary solution to customers, they will notice that the brand is oriented towards the customers’ well-being, and not just focused on generating income, so they will share their sincere opinion.
Claims and complaints from customers can become an essential source of information to enhance and improve the reputation of the organization.
For this reason, it is important that you make your customers feel that they can voice their opinion and that they will be heard and taken into account.
Benefits of having a claims, complaints and suggestions management system in place
There are automated systems designed to manage claims, complaints and suggestions in order to offer a better service to customers. Among the benefits for their incorporation are:
– Allowing the generation of reminders and alerts to follow up on the status of claims.
– Introducing advanced technological systems through the Internet.
– Minimizing expenses by reducing phone calls and avoiding printing letters or complaint forms.
– Reducing the time employees spend analyzing complaints, suggestions and requests.
– Increasings the company’s customer acquisition by being able to manage customer choices.
– Improving communication between the company and its customers.
Conclusion
When a company knows how to manage claims, complaints and suggestions from customers, it gives the message that it is truly interested in listening to the opinion of their consumers and their feedback to improve the product or service.
A management system facilitates the task of studying and analyzing the different opinions submitted to a company, in an automated way and without much effort. If you have any doubts on the subject, you can contact me. I will be happy to answer all of your questions.
