More than 85% of customers think that companies must respond to emails within 1 hour, according to a survey from Toiser Performance Solutions (a company focused on customer service training). Another survey from the social media research project, The Social Habit, also said that 42% of customers think that they will get a quick response within 1 hour on social media simple 1300 numbers. Many customer complaints that cannot be resolved in less than 60 minutes, but they can be overcome. In the meantime, if your company needs a secure line to communicate with its customers, then perhaps it must use the 1300 Numbers.
If you need several days to conduct an investigation of complaints from customers, notify the customer at that time, not after a few days of their complaint.
Your failure to respond will cause customers to believe that you are not the best in customer service.
You will worsen the situation if you do not care about customer complaints.
If you cannot respond quickly, consider using an automatic response.
A web form such as “contact us” can trigger an email that will notify the customer that you will be back as soon as possible.
Even though the email cannot resolve the complaint, but the email can convince the customer that the complaint message they sent did not disappear or sink.
Listen and apologize
No matter the business or complaints submitted, there are 2 first steps to dealing with customer complaints.
The first step: listen to the experience of them as a whole, step two: apologize.
Conversations like this usually occur over the telephone or face to face, but that does not mean that comments submitted via Facebook are ignored.
Jay Baer, a digital marketing strategist said that,
“The business must overcome and face customer complaints, on every channel, every time.”
He also continued, “I did not say that the customer is always right, but I suggest that the customer must always be heard.”
You do not need to plead guilty to any errors or complaints submitted by the customer, but you need to consider the customer’s point of view, listen to them without interrupting them.
Make sure that you understand why the customer is disappointed, even though you actually disagree with them.