How you handle complaints is one of the most important parts of your marketing efforts. Give attention to every message that customers send. If they have taken the initiative to reach out, your business should take the time to respond to both positive and negative comments. Oftentimes, a negative experience can be salvaged and turned into an opportunity. Being able to assess and address customer complaints is key to making this happen.
Be consistent and plan ahead.
Develop a strategy beforehand. That way all of your employees will be familiar with the correct way to respond and you know that your company places complaint handling as a top priority. Offer ways for your customers to reach you online, in-person or over the phone.
If a customer has a complaint or suggestion, take it in stride. Do not get hostile or defensive with your customers. If they are unhappy, apologize and resolve the problem.
Take steps to fix your problems
Responding with action is the only way to fully rectify the situation. If handled properly, complaints are a great way to take a negative situation and turn it into a positive one. It is more cost-effective to keep customers than having to consistently find new ones.
Take every complaint as a learning experience.