Complaints Myths and our Busts!
Myth 1: No news is good news
Ask yourself this question - following a bad customer experience, do you go out of your way to complain? We believe that quite often the answer is no. Simply because of the inconvenience, hassle, and the thought that your complaint would never make a difference.
No company likes to receive complaints but it is important to view them as an opportunity. The complaints process must be simple and hassle free to encourage your customers to voice their opinions. Without feedback how will you know what areas need to improve?
As a company, we would prefer to hear what our customers have to say. It is highly important for us to be innovative to maintain competitive advantage and we can use customer feedback to ensure we do so.
Myth 2: The customer is always right
We have all come into contact with those that love to complain, repeat and persistent complaints are a nightmare to manage (see our blog on how to handle them). However no matter how annoying or ridiculous they may seem, every one of them should be treated with respect and professionalism. It is essential that your staff are trained in dealing with difficult customers. Imagine dealing with some of these examples from holiday makers…
· “The beach was too sandy”
· “We bought designer sunglasses for five euros, only to find out they were fake.”
· “No one told us there would be fish in the sea.”
Complaints are an opportunity to show how efficient your company is. They may also be a chance to build rapport with a customer and prove to them that you value customer service. The customer may not always be right, but your complaints management processes can be!
Myth 3: It’s all about the solution
Sometimes it’s not what you do, it’s how you do it that counts. Compensation rudely or begrudgingly given for example, may not win a customer back. With their complaint handled correctly however, your customer can be impressed by how much they are valued.
A complaints management system like Workpro ensures every staff member follows an agreed, first class procedure. It ensures every complaints is logged and acted upon in accordance with agreed guidelines. Not only this, it gathers complaints data for analysis so you can use past experience to improve your future complaints handling process.
Don’t get us wrong here; the process should not be made longer than necessary, but investing into your complaints processes is valuable.
Myth 4: There is no return when investing in complaints management
Return on investment is often something that holds people back from committing to a complaints management system. It can feel like an additional, even unnecessary cost. The truth is, complaints are costing you money already. An often quoted rule of thumb is that every complaint costs £200, and that does not include the overhead costs, such as management time if it escalates, or the remedy cost (the cost to put it right). A couple of thousand complaints a year can quickly become a million pound problem, as was pointed out at the Complaints Handling seminar we attended in London last month.
A good complaints management system can cut down time to resolution, improving productivity and trimming escalation procedures, thereby reducing the cost of handling complaints. Not only this, as pointed out by this infographic, it will cost you 6-7 times more to acquire a customer than it will to retain an existing one. It is important to look after your customers.
Myth 5: You don’t need a dedicated system
This is one of those situations where you don’t realise what you are missing until you have something! Many of our customers have gone from using simple spreadsheets to being impressed by a consolidated complaints management system. Not only does such a system allow you to keep track of your complaints, with workflow processes and productivity tools that ensure an efficient journey from dispute to resolution, it also provides a wealth of information on the complaints you are receiving and the root causes behind them.
Analysing your data will then allow you do exactly what you need to do with your complaints - learn from them!
Workpro Complaints Management speeds up your process for resolving complaints, and helps you use that valuable feedback to make your products and services better.