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What are we talking about? Many people think that customer complaints are a disaster and a loss of reputation for the company, and that everything should be done to prevent them. But they should be perceived as another way to interact with the audience and a chance to become better.
What to pay attention to? It is critically important why choose our service not only to eliminate the causes of problems, but also to build high-quality communication with the consumer. Read more about how to handle customer complaints in our material.
The article explains:
Types of customer complaints
3 principles of handling customer complaints
Ways to Encourage Customers to Complain to a Company
Rules for recording customer complaints
Preparing a response to a customer complaint
Rules for responding to a customer complaint online
Working with staff to respond appropriately to customer complaints
8 Examples of Responses to Various Customer Complaints
Mistakes when communicating with problematic clients
5 Scenarios for Using Neural Networks to Increase Website Conversion by 40%
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Types of customer complaints
Problems only begin when no one deals with the complaint, the customer's issues are not resolved, or the buyer does not receive any feedback. Let's start by looking at the main types of consumer complaints.
Justified
This type of complaint is filed when a company has actually done something wrong to a customer. This may be due to a process failure or an employee error. A defective product or service that was not provided properly also falls into this category. For example:
The restaurant chef prepared the dish differently than indicated on the menu.
The delivery service promised to deliver the goods by a certain time, but was late.
The dress, bought in a store, came apart at the seams after the first wash.
Types of customer complaints