Handle Customer Complaints Online in India

Listen and understand

Always listen to the customer. They have complained for a reason and it is important to understand why they are complaining. Research has shown that customers care more about good customer service and quality than a fast response - Take the time to listen and understand what their problem is.

2. Apologize

Don’t be afraid to apologize for the mistake. Many customers are simply looking for an apology and acknowledgement of their complaint, yet so many businesses are hesitant to admit when they have made a mistake. But don’t just stop at the apology; follow through with a promise to resolve the complaint.

3. Find a solution

When your customer has a legitimate complaint, your customer service teams need to find a solution and fix it. Give your team the authority to handle the majority of customer complaints, to avoid passing your customer onto a series of people and managers. If the issue has been or can be repeated, make the necessary changes so you do not receive another complaint.

4. Follow up with the customer

Make sure that you follow up with your customer to make sure they are satisfied with the solution. This can be in the form of a follow up email or survey asking for feedback on how the complaint was handled. 68% of customers leave a company because they believe you don’t care about them.