Tackling a series of complaints against your business is never easy.
After all, your first inclination may be to speak up for your company against all odds. Alternatively, you may feel dejected and disheartened, especially if the issues that were raised seriously jeopardize everything you have worked so hard to build.
Of course, every firm should experience a strong desire to improve all elements of their customer satisfaction, but it also worth remembering that not every issue leveraged against you is your fault. Customers and clients can be just as difficult as dodgy businesses, so it may be that you are on in the right on occasion too.
With all of this in mind, here is what to do when your business faces multiple complaints.
Use Feedback as a Tool
Feedback should not gather dust, or clog up digital storage, but rather be used as a key instrument in improving your firm’s efficiency.
Remember, feedback can also engage a workforce to be more productive, you may even be able to accelerate the growth of your brand and business, with short impactful opinions being presented to you in real time. Perhaps they do not like the layout of your website? Or they could besmirch your product information and delivery times, all of which you can pass on or develop further with your colleagues at the drawing board.
Even internet trolls have their uses. It could be that they may cruelly expose a simple spelling mistake in your content. All the same, if you correct that error and others of its kind, your content articles will be impeccable. Ultimately, some complaints can help you boost your firms prospects for the better.
Consider Errors and Omissions Insurance
Errors and omissions (E&O) insurance is either an optional advantage for some business, or a mandatory asset for others.
Risk Specialty Group are an errors and emissions insurance company which can help protect you from lawsuits that position you at fault for errors in your work. It will cover court costs and settlement fees, and hopefully lessen the impact of any serious allegations that your firm is found culpable before.
E&O insurance liability insurance is simply vital. While you may have the upmost pride and belief in your business, this should not usurp the need for a few crucial safeguards. You and your colleagues may be upstanding examples of how finely your company performs, but future talent may put your firm’s reputation at risk. In that event, you will be thankful for E&O insurance.
Strategically Allocate Customer Service Staff
So far, you have seen both ends of the spectrum that customer complaints can encompass. Juggling all these matters all at once can be a challenge.
That is why it could be useful to implement AI customer service bots on your company website. Programmed to monitor, answer, and record elementary concerns, these technologies ensure that minor complaints are not bogging down the to-do lists of your real relations employees.
This arrangement means that your workers get to the heart of more serious customer complaints faster and spend more time in preventing them from manifesting into something uglier. Ultimately, customer complaints should be tiered by importance in favor of more optimized business processes.