When it comes to business, complaints are just a given. Regardless of whether you are to blame or external factors, you still need to address these dissatisfied customers and make things right. If you handle the complaint well, you can convert a dissatisfied client into a fan. If you handle it poorly, that lone voice of opposition can ruin your online reputation. Although not all complainers are the same, they can be categorized into five groups. It’s time to identify these customer personalities and learn how to handle their various complaints in an effective manner.
- 1) Public Multi-Media Complaint :
- 2) Serial Complaint :
- 3) First-time complaint :
- 4) Good Customer Complaint :
- 5) Personnel Complaint :
- 6) Product Specific Complaint :
- 7) Wait – Times Complaint :
- 8) Complaints because of misunderstanding :
Why is it important to resolve customer complaints?
Customers’ feedback on problems with a business’s goods, services, or operations is known as “customer complaints.” Businesses have the chance to respond to the complaint and offer a resolution in response to this customer feedback, which will help them deliver excellent customer service. Its important to resolve complaints because it can:
7 types of complaints
To assist you in learning how to resolve complaints successfully, the following are seven typical types of complaints:
1. Product or service
If a customer is unhappy with a company’s goods or services, they have the right to file a complaint. For instance, a customer might mention that a product arrived damaged or that it performs differently than they anticipated. When this occurs, it’s crucial to thoroughly document the clients’ concerns. By using this information, your business can decide whether to change the quality of its products or services.
Ask questions to identify the issue’s root cause after documenting the complaint. To make sure they are using the product properly, you can request the customer to demonstrate the issue with it. You can politely instruct them on how to use the product properly to meet their needs if they’re misusing it. Most businesses have policies in place to replace damaged goods at no cost or give customers a refund. To help the customer, adhere to your company’s policies.
2. Wait time
When a customer calls a business, like a call center, and waits a long time on hold, they might complain about this. It might also happen if a client has to wait in line for a service, like reserving a table at a restaurant. It’s crucial to acknowledge that a customer’s time is valuable if they complain about the wait time. Express regret to the client for their wait and, if possible, offer an explanation.
Long wait times are frequently a sign that a business needs to streamline its operations to better serve its customers. Consider ways to improve operations if there are often lengthy waits for customers at your establishment. For instance, you might think about scheduling more employees for the busiest times of the week. Improve customer satisfaction with the business by finding a long-term solution to wait times.
3. Delivery
When a business changes the anticipated delivery date of a product, delivery complaints may result. It is typical for online businesses to mail their products to customers. Sometimes, rather than the company, the mail carrier is to blame for the delivery delay. When this occurs, you can check the package’s tracking information to reassure the customer that it is on its way to them. Make sure to contact the carrier to address the situation if you suspect they may have misplaced the package.
Apologize to the customer for the inconvenience if your company is to blame for the delivery change or delay. Why might the company have shipped the package later than anticipated? For instance, if you experienced a surge in orders during the holiday season, let the customer know that there were more orders than you anticipated. You can also apologise for the delay by providing the client with a perk, like a coupon.
4. Personnel
When a customer is unhappy with their interaction with a company employee, they may file a personnel complaint. Ask the customer to describe their interaction with the employee if they make a complaint about the employee’s performance. Ask them to give a description of the employee based on their interaction or conversation if they don’t know their name. Acknowledge the customers’ annoyance and extend your sincere apologies. Inform them that you intend to discuss the matter with the employee.
If you work in customer service, you can inform your manager about the issue so they can speak with the staff member about the encounter. Have an open discussion with the employee to understand the situation from their perspective if you are the manager. To help prevent a recurrence, you can arrange for the employee to receive additional training in customer service or a related field.
5. Online
When a client posts criticism in an open forum online or on a social media platform, there is a chance for this kind of complaint. The customer’s issue must be resolved as soon as possible because many people may see the complaint. When you come across this online criticism, get in touch with the poster to see if you can talk about their issues. To let the customer know you want to fix the problem, request their contact information and then give them your own, including your name, phone number, and email.
To fully comprehend the customer’s complaint, pay close attention to their concerns when you speak with them. If you know how to fix the issue, take the necessary action to fix it. If you are unable to satisfy the customer’s request, you can notify a manager about it and inform the client that you are looking into the matter. Once the issue has been resolved, you can politely ask the client to withdraw their complaint. After speaking with someone, customers frequently feel motivated and choose to file the complaint on their own.
6. Continual
When a customer provides the same feedback more than once or when multiple customers provide the same feedback, it results in ongoing complaints. To keep customers’ trust when you receive these complaints, it’s crucial to quickly address them. To identify the issue’s cause and find a solution, pose pertinent questions. For instance, if numerous people claim that a product arrived with missing parts, you can bring the problem to the manager’s attention, who can prevent the sale of the product until the company fixes the problem.
Consistent complaints frequently give a business the chance to improve its goods, services, or methods. Utilize this ongoing feedback to determine how you can change things to better serve customers. Making these adjustments can demonstrate to customers that you value their opinions and strive to deliver a great customer experience, which can help you retain their business and enhance your brand’s reputation.
7. Communication
When there is a miscommunication between the customer and the business, complaints regarding communication may happen. Customers may misunderstand a company’s messaging when speaking with an employee or when misinterpreting an advertisement. In order to find a suitable solution when communication issues arise, it’s important to identify the cause of the misunderstanding.
If the business miscommunicated with the client, offer an apology and a justification for the confusion. Offer the client some form of reward, like a refund or a coupon Be respectful and calmly explain the misunderstanding if the customer misunderstood the communication without blaming them. Consider offering a partial refund as a compromise that addresses the customers’ concerns. Often, this concession can demonstrate to the client how much the business values their business and cares about giving them a good experience.
Customer Complaints – How to Handle 5 Types of Complainers
FAQ
What are the 5 categories of complaints?
- The Meek Complainer Personality Type. …
- The Aggressive Complainer Personality Type. …
- The High-Roller Complainer Personality Type. …
- The Rip-Off Complainer Personality Type. …
- The Chronic Complainer Personality Type.
What are two types of complaints?
What are the three main categories of customer complaints?
- Inferior product or service. Unsurprisingly, customer complaints frequently stem from dissatisfaction with a product or service.
- Delivery issues. …
- Indifferent customer service.
What are the 3 steps of a complaint?
- Listen attentively. …
- Empathize and apologize. …
- Offer and execute a solution. …
- Why Good Customer Service is So Important.
