Businesses grow based on the acceptability of products and services. With more customers turning to your business, a brand develops. Hence, customer satisfaction is always crucial as their complaints are vital.
Research indicates that customers share their good experiences with two or three people. And they will tell ten to twelve others if they receive poor service.
In the present market trend, word of mouth and online recommendations play a big role in the success of a business. Hence, all companies endure attaining consistently high service levels. Some also enhance customer service by outsourcing help desk services.
Keeping this concern in mind, we have compiled 8 practical tips on how to turn customer complaints into sales. Let’s get into it.
8 Tips to Turn Customer Complaints into a Lead
Customer complaints are a common concern irrespective of the size and nature of the business. You will receive customer complaints even after carefully managing the business processes. So, you should effectively deal with it.
Here, we have described 8 customer service tips that can help your agents convert customer complaints into new sales prospects.
1. Know Your Customer Better
The more you know your customers, the more you will apprehend their needs and demands. For this, you can explore the below points:
- Current information about each of your customers.
- Whether this data is helpful and enough or not.
- Customer information that you need to provide better service.
- Who in your team best knows a particular customer.
- Customer data storage system in your company.
- Tools that you have implemented for customer service and storing data.
After analyzing the above facts, you can find ways to match your products and services with customer needs. It will help you meet customer expectations and enhance customer service.
2. Get Customer Feedback and Promote it
It is crucial to know the view of your customers about your brand. For this, you need to determine the best method of seeking customer feedback. These may include:
- Create a platform for online customer reviews and testimonials
- Ask customers about your product or service via phone call or SMS.
- Send a simple and short survey form to customers seeking feedback about the products they have used.
- Invite frequent customers to share their opinions about your brand.
Some customers will eagerly help you if you wish to improve the products and services they use.
3. Set Transparent Service Standards
Setting simple customer service standards is crucial for team members to easily understand and implement the norms. You can also employ the team members in this procedure to ensure total engagement. For this, you can consider the following points:
- The verbiage manner that best suits your morals and service values.
- Primary customer contact point providing consistent procedure throughout the customer experience.
- Consistent quality service delivery from the support executives.
- Availability of resources such as technology and staff.
- A practical timeline for delivering customer service.
4. Offer Personalized Customer Service
Try to engage with your customers to be aware of their needs. Thus, you can provide your customers with the best product or service options that fully meet their needs. It will help you improve your customer service standards. For this, you can consider the points described below:
- Welcome your customers to make them feel privileged.
- Respond according to the customers’ nature and lifestyle.
- Address the customers by their names.
- Follow effective communication to find out their needs.
- Listen carefully to the customer and present a recap of their needs.
- Show practical interest in the customer as well as their condition.
- See the previous ticket history of the customer.
- Act out of your routine to offer the best resolution for the customer.
Providing personalized services will also help you create a loyal bond with your customers. Besides, several tools such as CRM systems allow you to store and retrieve suitable client data.
5. Create a Customer-Centric Team Culture
Focus on your team’s communications, performance standards, and methodology they follow while interacting with customers.
The below steps can help you develop a customer-oriented team culture:
- Train the team to deliver outstanding levels of customer service.
- Create customer-oriented job roles.
- Motivate team members to contribute to the greater customer service approach and goals.
- Evaluate team performance on standard and effective measures.
- Determine excellent customer service for your company.
- Measure customer-orientated manners like a cordial and inviting communication tone and a firm desire to help.
- Align your staff’s motivations and communication manner to their job role.
- Promote cooperation between team members and their internal and external coworkers.
6. Respond Fast While Interacting with a Customer
When customers approach you with a complaint, it is crucial to make them feel valued. They should be assured that you are attentive to them.
If it is a live support chat, make sure to reply promptly. Otherwise, your customers may feel overlooked and choose to divert to another brand.
A prompt response to your customer complaints means that you prioritize them. It states that you take complaint-handling carefully because their needs are crucial to you. Moreover, a satisfied customer will likely purchase from your brand again.
7. Take Accountability for Customer Problems
Angry customers generally calm down when you take responsibility for their problems and tell them that you’re working to resolve them. So never try to cover up the truth or blame others for the issue. It will show your inefficiency in handling the complaint.
Be honest, fair, and transparent about the event and convey to the customer how you will sort it out. This technique will likely influence the customer’s future buying judgments.
8. Offer Compensation
In some complaint cases, customers do not get satisfied with an oral apology. You can propose compensation for their problems which will prove your admiration towards them.
However, this need not always be financial compensation. Instead, you can offer a coupon or discount code for the next buy. This complaint-handling approach will not only make your customer happy but also compels them gently into a future purchase.
Every business face customer complaint, and it doesn’t occur due to lack of efficiency. Customer complaints are a basic part of business operations, even after providing the best services. So, it is wise to efficiently deal concerns of your customers and try to turn a complaint into a lead.