Customer Complaint: How to Deal with the Situation to the Point of Making Them Love Your Brand

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Building relationships with consumers takes time and work. We spend our time offering a good experience , sending interesting content, strengthening branding and earning people's trust, but one complaint investor database rom a customer is enough and it seems like everything falls apart... But it's not really like that!

Receiving customer complaints is not pleasant because it shows a problem, however, they are also excellent opportunities to improve your processes and win back customers who would otherwise leave your company. And if you resolve customer dissatisfaction accurately, your relationship with them can be even better than it was before.

Now, let’s look at how to handle customer complaints. Good customer service can turn dissatisfied customers into brand advocates and promoters.

Do you want to know how? Answer the following questions:

Why is it important to know how to manage customer complaints?
What are the main complaints of customers?
How to deal with dissatisfied customers and turn them into brand advocates?
What is the importance of having customers as brand advocates?
Keep reading and learn how to use your customers' complaints to your advantage!

Why is it important to know how to manage customer complaints?
Does your company get upset when it receives a complaint from a customer? Well, we understand this feeling, because complaints show that something did not go as we expected.

However, they are also opportunities to identify problems that might not have been noticed in internal assessments. It is precisely these customer complaints that help us understand what went wrong.

These can be specific problems that you need to monitor so that they don't become recurrent, for example, a traffic problem that delayed a delivery. But they can also be structural problems that require a review of processes, such as a lack of logistics planning. In these cases, they are opportunities to improve your company.

Furthermore, complaining customers allow you to regain their trust . Esteban Kolski, an expert in Customer Experience, identified in his surveys that only 1 in 26 dissatisfied customers complain. Among those who do not complain, 91% simply abandon the brand… And that is not what you want, right?

Dissatisfied customers are not lost customers. They can still change their minds, as long as you can resolve the problem with dedication and agility. A good service experience can transform the relationship with the brand .

But if the customer is ignored or neglected, that complaint that was made privately or in a restricted manner can grow to uncontrollable proportions. This can lead to an image crisis and much greater damage to the brand.

Therefore, it is important to know how to deal with customer complaints. You cannot ignore them or treat a dissatisfied customer poorly! Their complaint shows that you still have a chance to win them back, and even improve, your relationship with them.

Given this point of view, it is very important to know that, in order to have corporate financial control, the opinion of your client is extremely necessary, since he is the one who makes your business work.

What are the main complaints of customers?
Now, let's better understand what the main situations are that generate customer complaints so that we know how to deal with them. By looking at the problems on this list, you'll be able to anticipate and take the necessary precautions to prevent them from happening in your company.

Keep reading!

Waiting time for service
Delays in responding to customers are always a problem, whether by phone, social media, chat or any other service channel . Customers want companies to be able to resolve problems quickly . In today's fast-paced life, no one wants to waste time.

Product with defect
Receiving a defective product is frustrating. It could be a factory defect, a storage error, carelessness in shipping, and other issues. It may not even be the company's fault, but it is the company that receives the complaint and should help resolve it, rather than exonerating itself.

Product out of stock
Having items out of stock can be a good sign if there is a high demand. But for the consumer who cannot find the product they would like, it is a frustration that can lead to complaints at the SAC.

Bad product or service
Often, the product or service has no flaws or defects, but it does not meet the customer's expectations . In some cases, the customer does not know how to use the product and also complains. Therefore, it is important to understand the reason for dissatisfaction and find the best solution.

Failure or delay in delivery
The buyer is already waiting for the delivery of the products purchased online. When they arrive late, irritation sets in. And when the customer receives the wrong product, he or she may feel even more frustrated. Therefore, companies need to be very careful about the delivery time and allow the customer to follow the steps until they receive the product.

Difficulty of exchange or return
For the customer who realizes that he has chosen the wrong size or has changed his mind about a purchase, it should be easy to exchange or return the product. If he does not find clear information about this or has problems with this process, complaints arise – with good reason.

Having to repeat your problem to different assistants
Here the complaint comes from problems in the service itself. Therefore, keep in mind the importance of serving a dissatisfied customer well.

In this case, it is a common situation: the need to repeat the problem for collaborators from different areas of the company , who probably do not have customer data integration .

First contact without solution
Customers expect to have their problem resolved as soon as possible, if possible on the first contact. If this does not happen, dissatisfaction will build up, even if the problem solution takes longer to be addressed.

Lack of follow-up
If the first contact is not resolved, the customer must have a quick response and the company cannot be passive and simply wait for the customer to return.

It is the customer service team that must be proactive, without delay, to provide a response . Even if you have not yet resolved the customer's need, it is important that you are transparent and generate fluid communication about the situation.