Do you have upset customers calling you? Here’s why they are upset and how to reduce customer complaints and how to stop them way before they happen.
Customer complaints can be your biggest hurdle or your biggest ally.
Though complaints are frustrating and time consuming to deal with, they provide you with invaluable honest customer feedback. Complaints will show you where you can improve your store and give you the opportunity to leave a lasting positive impression once you solve the problem.
That feedback will also help you solve the root cause of an issue so you can fix it before others have the same experience. So although it’s easy to dread them, complaints are really one of the most valuable feedback loops you have with your customers.
But it’s also important to decrease the amount of complaints you get so you have the time to focus on the bigger ones that will really help you grow. We’ve put together a list of ways you can nip complaints in the bud and ways to handle them when they inevitably come.
Why is Dealing with Customer Complaints Important?
Customer support isn’t about always being right, it’s about always being willing to make it right. The service recovery paradox indicates this, too: there’s evidence that recovering from a mistake can build more goodwill with customers than what you started with.
A positive reputation, great reviews, and natural word-of-mouth marketing are all contingent on being able to help upset customers and turn situations around.
Reduce Customer Complains
The causes of customer frustration are relatively universal for online businesses. Shipping and inventory issues, inaccurate product representation, and problems with website usability are often the main culprits. That means we can get ahead of problems in those three categories before they even happen. And, if they do, we’ll arm you with guidance on how to handle customer complaints when they come in.
Here are the 4 most common customer complaints and how to anticipate them:
1) Shipping and fulfillment issues.
2) Inventory problems.
3) Complaints around inaccurate product photos and descriptions.
4) Problems with website responsiveness and usability.