What to Do When a Customer Complains Online
So you received your first customer complaint online. Maybe they didn’t like your product, or maybe your service wasn’t what they had expected. Either way, they decided to voice their opinion online for others to see. What you do next is important to the success of your business.
The success of any online business depends on the satisfaction of their customers. Some online businesses have hundreds of positive reviews from their happy customers. Take Social Buzzing for instance. If you look at the hundreds of Social Buzzing positive reviews, you will see that our customers are satisfied with the quality of our work. But not every business can satisfy every customer all of the time. Sometimes you get a customer complaint and knowing how to handle it is important.
Although some consumer complaints may seem unjustifiable, it is important to put ourselves in their shoes. This will allow us to understand their complaints better, because we can also understand their perceptions. Angry customers can be unpleasant, even if we don’t meet them in person. Here are some things that you should do when dealing with customer complaints through online channels:
Apologize and don’t be defensive: When dealing with angry customers, it is easy to get defensive. Customers can be confused and they exaggerate things. However, when you get defensive, things won’t get better. If we apologize, customers won’t feel that they have been wronged. Avoid being defensive, even if it is clear that it’s not the fault of your product or company.
Educate customers: Instead of being defensive, you need to be informative. Provide useful information about your product to help customers solve their problems. Once customers are properly informed, it will be easier to follow through. Maintain communication with customers to know about their current progress.
Contain the issue: After the problem is properly identified and customers are well informed, it will be much easier to contain the problem. Isolate the problem and if it’s complicated, break it down to manageable chunks. Most of the time, the problem can be easily resolved. If customers understand the problem and they are well informed, they will agree to work together to solve it.
Give compensation: If it’s proven that the problem is caused by product defects or employee mishaps, compensation is a perfect way to regain the trust of your customers. Compensation is a gesture of goodwill and customers should see that you are being sincere.
Properly remove troublesome complainers: Eventually, you will encounter a few customers who will continue to complain, regardless of what you do. Focusing on them will divert your resources from other customers. In this case, you need to politely thank them for their past purchases and allow them to choose the products of your competitors.
For more information on how to satisfy your customers, contact Social Buzzing, marketing agency Chester business owners depend on for helpful advice, effective social media marketing services and more.
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