Customer Complaint: How to Deal with the Situation to the Point of Making Them Love Your Brand

Customer complaints are never something we take comfort in. It’s not nice to know that a customer had a problem when your goal was to provide a perfect experience. But they are also what help us identify process flaws and allow us to turn dissatisfaction into brand loyalty. The important thing is to know how to do it!

Valentina Giraldo

Aug 19, 21 | 12 min read
How to deal with customer complaints in your company to delight them
Reading time: 10 minutes
Building relationships with consumers takes time and work. We spend our time offering a good experience , sending interesting content, strengthening branding and earning people’s trust, but one complaint from a customer is enough and it seems like everything falls apart… But it’s not really like that!

Receiving customer complaints is not pleasant because it shows a problem, however, they are also excellent opportunities to improve your processes and win back customers who would otherwise leave your company. And if you resolve customer dissatisfaction accurately, your relationship with them can be even better than it was before.

Now, let’s look at how to handle customer complaints

Good customer service can turn dissatisfied customers into brand advocates and promoters.

Do you want to know how? Answer the following questions:

Why is it important to know how to manage customer complaints?
What are the main complaints of customers?
How to deal with dissatisfied customers and turn them into brand advocates?
What is the importance of having customers as brand advocates?
Keep reading and learn how to use your customers’ complaints to your advantage!

Why is it important to know how to palestinian territories email list 100000 contact leads manage customer complaints?
Does your company get upset when it receives a complaint from a customer? Well, we understand this feeling, because complaints show that something did not go as we expected.

However, they are also opportunities to identify problems that might not have been noticed in internal assessments. It is precisely these customer complaints that help us understand what went wrong.

These can be specific problems that you need to monitor so that they don’t become recurrent, for example, a traffic problem that delayed a delivery. But they can also be structural problems that require a review of processes, such as a lack of logistics planning. In these cases, they are opportunities to improve your company.

Furthermore, complaining customers allow you to regain their trust . Esteban Kolski, an expert in Customer Experience, identified in his surveys that only 1 in 26 dissatisfied customers complain. Among those who do not complain, 91% simply abandon the brand… And that is not what you want, right?

Dissatisfied customers are not lost customers

They can still change their minds, as long as you can resolve the problem with dedication and agility. A good service experience can transform the relationship with the brand .

But if the customer is ignored or neglected, that complaint that was made privately or in a restricted manner can grow to uncontrollable proportions. This can lead to an image crisis and much greater damage to the brand.

Therefore, it is important to know how to deal with customer complaints. You cannot ignore them or treat a dissatisfied customer poorly! Their complaint shows that you still have a chance to win them back, and even improve, your relationship with them.

Given this point of view, it is very important to know that, in order to have corporate financial control, the opinion of your client is extremely necessary, since he is the one who makes your business work.

What are the main complaints of customers?
Now, let’s better understand what the main situations are that generate customer complaints so that we know how to deal with them. By looking 27 strategies to improve saas conversion rates at the problems on this list, you’ll be able to anticipate and take the necessary precautions to prevent them from happening in your company.

Keep reading!

Waiting time for service
Delays in responding to customers are always a problem, whether by phone, social media, chat or any other service channel . Customers want companies to be able to resolve problems quickly . In today’s fast-paced life, no one wants to waste time.

Product with defect
Receiving a defective product is frustrating. It could be a factory defect, a storage error, carelessness in shipping, and other issues. It may not even be the company’s fault, but it is the company that receives the complaint and should help cg leads resolve it, rather than exonerating itself.