Implementing an efficient strategy to handle complaints and claims is essential to convert problems into sales opportunities, maintain a good relationship with your target audience and reinforce your brand's reputation.
We know that dealing with unhappy customers may not be the best part of starting a business, but it is a necessary skill for your business to survive in the long term.
Customer complaints and claims are present in every business, no matter how well the sales process, customer service or shipping are carried out . That's why you don't have to worry.
To support you in this mission, we phone database have prepared this article with useful tips to help you learn how to successfully manage complaints and claims.
The way you manage complaints, claims and suggestions can make the difference between losing a customer or gaining their loyalty.
Let's get started!
Complaints and claims
These terms may seem similar, but they are not. Each implies a different level of satisfaction (or dissatisfaction).
A complaint is an expression of dissatisfaction with a product, service or action by a brand. A claim, on the other hand, is a request or demand for a right that has been violated as a result of an irregular action.
Let's see in detail:
What is a complaint?
A complaint shows a lower level of dissatisfaction on the part of your customer . Dissatisfaction may be expressed as discomfort, although it does not reach the level of anger.
A complaint lets you know that your products, services or service did not meet expectations or generated dissatisfaction. Therefore, it is an invitation to improve the quality of what you offer.
Examples of complaints
Lack of stock of a product
Bad service or poor product quality
Slow problem resolution
Little follow-up to requests
Lack of attention from an agent
Very long waiting times
What is a claim?
A complaint expresses that there was a breach of consumer rights , either due to very poor service or incomplete service.
The claim seeks to demand the fulfillment of the service, the replacement of the good or the return of the money. In other instances, a claim may also seek to repair a damage that the product or service caused directly or indirectly.
Now, we'll share with you some tactics to manage complaints and claims step by step.