What do you do if you receive negative customer service feedback?
Receiving customer service feedback is vital in shaping your business—from the way you deliver your products and services, to the strategies you map out to strengthen your relationship with your demographic.
While a stream of positive feedback can be uplift for your team, getting negative comments offer opportunities for you to improve your customer relation management strategies. Customers don’t expect perfection, but they put premium on how your business responds to these negative criticisms and recovers from them.
Every negative feedback presents a chance to show your customers how sincere you are in efficiently addressing their needs and generally building a genuine relationship with them. Here are ways to handle negative feedback to delight your customers:
1. Provide an avenue for complaints
As much as you want to maintain a squeaky clean reputation, there will always be a negative comment or two that can threaten to wreak havoc on your brand name. Instead of covering your tracks, it's best to provide a platform where people can actually submit their complaints. This shows transparency, and that your company is willing to face criticism, own up to them, apologize, and work to resolve the issues at hand. Having a publicly available platform for complaints proves that you're a reliable brand that dedicated to serve your customers the best way you can.
2. Offer an apology
When customers start getting frustrated with your company, the reason behind their aggravation no longer matters. They only think about how your business has inconvenienced them and that you must promptly solve their problems. Whatever the reason may be, offering a sincere apology is the first step to helping them and keeping their trust. Apologize not because it’s directly your fault, but for the difficulty they had to go through. Empathizing with customers can pacify their negative feelings that can improve your conversations with them.
3. Inform the steps to be taken
Customers appreciate businesses that tell them the details of the process that will happen after their complaint. It’s important to keep them well-informed, so they know how long they may need to wait and what solutions can be offered to them. Real-time resolutions are important to assure your clients that their concerns are under process and the business prioritizes giving solutions to their customers.
4. Take action
Perhaps, this is the most essential part of optimizing customer feedback. This tests your company’s dedication and sincerity in providing excellent customer service. It’s important to exhaust all means to solve any kind of problem your customers face. If due to unfortunate situations that you’re unable to resolve it right away or provide a concrete solution, you must have alternatives or incentives that can compensate the inconvenience your business has caused.
5. Show how the problem was solved
After laying down the resolutions, inform your customers the details how you came to a conclusion. This reiterates how your business took responsibility of your customers’ concern and assured them that it’s finally resolved. By formally closing the issue, it paves way for your staff and customers to start anew.
Always use customer service feedback to improve your products and services. Yes, you may go through rough times with dissatisfied clients. Nonetheless, these unfortunate situations prevent repeated mistakes and serve as a way to put your business above the rest.