Dealing with such complaints<\/h3>\n
When dealing with ostensive customer complaints, the first rule is not to become defensive. Clients are usually disappointed that their expectations weren\u2019t met and that they aren\u2019t receiving good value for their money. Getting defensive is a mistake; while it may sound like one, a complaint isn\u2019t a personal attack. Allow the client to finish laying out the complaint before responding.<\/p>\n
Even if you do not understand the nature of the complaint, try to find the right words to assuage the customer. Never use the phrase \u201cI don\u2019t know\u201d when responding to an angry customer. If the complaint is outside your expertise, first calm the customer. Then, hand them over to someone who can better attend to their complaint.<\/p>\n
However, the broader the range of technical skills your customer support team has, the more complex complaints can be resolved right away.<\/p>\n
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<\/a><\/span><\/span><\/div>\nInvestigate the complaint<\/h3>\n
Don\u2019t jump to conclusions immediately; ask incisive questions to understand the nature of the problem better. Once you do, identify the reason for the failure; it could be a failed server, outdated hardware or improperly configured software.<\/p>\n
Check the entire technology stack to troubleshoot the issue. By doing this, you\u2019ll discover whether your technical team did all they could to prevent such outcomes, and it will help you identify any loopholes and opportunities to improve your operations.<\/p>\n
Finally, review all processes and fine-tune them according to your findings.<\/p>\n
Reflexive complaints<\/h2>\n
Reflexive complaints describe issues that pertain to the inner customer\u2019s perception of a particular situation. They\u2019re usually about what a customer thinks should happen, and result from emotions rather than evidence.<\/p>\n
Dealing with reflexive complaints<\/h3>\n
There\u2019s only one way to deal with such complaints: empathize with the customer but don\u2019t promise to handle the problem.<\/p>\n
Since a reflexive complaint is about issues that are outside your control, there\u2019s nothing you can do. But telling the customer this will only upset them more.<\/p>\n
Once you\u2019ve received the complaint, don\u2019t apologize. Try to explain that the problem is a minor one and not really your responsibility or the fault of your team. You can put off responding to the customer for a while (to reduce their inner emotional turmoil). Within this time, the customer\u2019s anger may fade, thus enabling you to discuss what the issue is really about. When you do respond, look for an explanation that will satisfy them.<\/p>\n
If the customer makes such complaints repeatedly, and your team is unable to persuade them otherwise, it\u2019s in your best interests to let the customer go. Do this only as a last resort, after you\u2019ve exhausted the other options.<\/p>\n
Further reading<\/span> Think It's Time to Fire a Client? Here's What You Must Know<\/a><\/p>\n First, you must keep tabs on your customers to ensure that they are satisfied with your services. This requires setting up a robust feedback mechanism. A great way to do this is by integrating NPS surveys and one-click feedback into your mail-outs. Ensure that you keep these surveys short and simple. Don\u2019t overload clients with such survey requests, or else there could be some backlash.<\/p>\n Also, make your onboarding<\/a> and process documentation as clear and concise as possible. One of the major causes of excess reflexive complaints is unrealistic expectations. Ensure that your clients have the right expectations from the get-go. Furthermore, you must be proactive in tackling complaints. Try to predict possible areas of complaints and nip such issues in the bud. You should also train and retrain your employees and look for innovative ways to better service delivery.<\/p>\n Learn how to create the basic types of documentation used by MSPs, and find best practices for properly documenting your processes.<\/p>\n<\/div>\n Finally, you should get rid of obviously toxic customers. Such customers often have unrealistic expectations, and nothing you do will be good enough for them.<\/p>\n When dealing with customers\u2019 complaints, here are some things you should never do.<\/p>\n You should never ignore customers' complaints, because it shows a lack of empathy for their issues. Your customer support team should regularly review all communication channels to ensure that no complaints fall through the cracks.<\/p>\n When you ignore complaints, customers become even more dissatisfied with your organization. They may unsubscribe from your service and also leave scathing reviews online.<\/p>\n There\u2019s an easy way to deal with clients who send in too many complaints: terminate them. While there are situations where this is the best response, firing the customer because of \u201ctoo many problems\u201d should only be done as a last resort. It\u2019s better to confront problems head-on, rather than avoid them. The latter is a never good option; it only provides a temporary reprieve until the problem gets too big to avoid.<\/p>\nHow to prevent complaints<\/h2>\n
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<\/p>\n<\/div>\n![\"CTA\"](\"https:\/\/no-cache.hubspot.com\/cta\/default\/5442029\/4dcc01d3-762c-49a6-a989-b8d77f8e6450.png\")
<\/a><\/span><\/span>\n<\/div>\n<\/div>\nDon\u2019ts of handling customer complaints<\/h2>\n
Ignore the complaints<\/h3>\n
Fire the customer because of \u201ctoo many problems\u201d<\/h3>\n