Dealing with a problem is a way to learn customer complaints and give real time problem solving ability to new and inexperienced service agents. Many complaints are very useful to shape the staff training process and methodology.

1. Why Customer Complaints Are
Good For Your Business
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2. Why Customer Complaints
Are Good For Your
Business
Studies suggest that 96% of unhappy customers don’t
complain, 91% of those will simply leave and never come
back.
A poor customer care service is the top cause of customer
complaints, a study by Corra reports. More than half (52
percent) of the people who respondents say they would
complain about a service issue, 31.4 percent about a
product problem, and 16.6 percent about a policy issue.
We cannot give one medicine for every sickness, hence we
should have a specialized team who can manage, segment
and resolve a separate set of complaints reported and give
efficient and quick solutions for each.
This is where a happy customer care service comes into
the picture. A versatile customer relations Management
software can come for rescue for all your customer service
and management issues. A trusted CRM software like
SalesBabu CRM not only provides efficient customer
management but also provide excellent customer helpdesk
support services.
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3. What Is a Customer Complaint?
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A consumer or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a
responsible party or business."
There can be numerous ways in which a complaint can be reported like - Face to face complaints
discussion, over the phone complaints, social media reviews, emails and more.
With the growing market of internet users, Emails, social media and more, it has changed the way the
complaints were reported and handled over the past few years. These webpages and group chats have
provided new ways for people to complain publicly about your business.
Dissatisfied customers can now vent their feelings across social media and product reviews on web
pages - making it more critical than ever to deal with complaints swiftly and it may prevent other potential
customers from using your product or service.
There can be many reasons for which a customer might complain and reasons can be wide spreads
based on social and economic backgrounds. Let’s understand some key reasons why customers
complain.
A CRM software helps to track and document every complain details and customer backgrounds which
facilitates us to create numerous metric to segregate various complain metrics.

4. Reasons for complaints
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Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. ~ Donald
Porter.
What motivates customers to post online complaints and negative reviews on social media? - Businesses
quite often come across this question and have various reasons for it.
Nearly three-fourths (73.2 percent) say they want to save other people from having the same bad experience.
About half (48.3 percent) wish to get a refund, 39.7 percent of complains want the firm to change its policies,
and 38.9 percent want to just receive an apology for bad service. But just 13.5 percent post negative
feedback because they want to damage a company’s reputation.
As we see we have different categories of complaints reported via emails, social media or over the phone
conversation, but the umbrellas of all the issue as a whole is a need of better service providers for the
products.

5. Benefits of Customer complaints
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Identify the gaps in your services
For every one complaint you receive, there are thousands of other customers who most likely experienced
the same thing, but didn’t speak up. This provides you with the motivation to quickly address the issue so you
don’t lose more customer due to the same issue.
These complaints usually may draw our attention to internal processes that we may not identify were in need
of repair. With busy day-to-day activities, we might not pay attention to how each of the software or services
processes are doing. When customers complain, they bring these issues to our attention so that we can get
them fixed. This could also involve a rude service staff ,slow process or outdated software service, or any
other poor product or service quality.
Understanding and tracking these issues through CRM software help to make futuristic solutions to our
company's software and services.

6. Benefits of Customer complaints continues..
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Build Customer Loyalty
Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends
do business with you. ~ Chip Bell
Almost 89 percent of customers say they will give a company a second chance after a poor experience.
Since customers are connected for your business to make things right, resolving an issue on priority basis
can actually make them more loyal than before the initial problem took place.
There are a variety of customers for a business like Brand champions, silent likers, fence sitters and
churners.
The brand champions and silent likers are the ones we need to take care with our best customer services so
that we not only have loyal and long lasting customers but also the best marketing source for spreading our
brand value among other interested clients.
Churners are the ones who are very difficult to satisfy and very likely that we can lose them at any point of
the sales lifecycle.
Once we understand the requirement of each type of customers, we can make customer centric solutions
and provide better customer support services. CRM softwares help us to track every customer closely and
create a custom solution for each of them.

7. Benefits of Customer complaints continues...
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Internal Training
Dealing with a problem is a way to learn customer complaints and give real time problem solving ability to
new and inexperienced service agents. Many complaints are very useful to shape the staff training process
and methodology.
A customer complains or problem also lets you understand how your attitude towards the issue and reaction
influence customer satisfaction level. Customer service gives an opportunity to advertise your new products
and services, create a personal relationship with the customer to understand any other pain points and
reinforce certain service values within your organization.

8. Benefits of Customer complaints continues...
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Gives the secrets of competitors
“Make your product easier to buy than your competition, or you will find your customers buying from them,
not you.” ~ Mark Cuban.
If customers are complaining about your software and services, you need to understand that customers are
expecting something your competitors are already providing. Complains are major learning curves to perform
better in your economic market

9. Ways to handle customer complains
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● Listen and understand
Your customer doesn’t care how much you know until they know how much you care. ~ Damon Richards
You should listen and understand the customer’s issue and provide appropriate issue after determining the
complete problem. How you react and tackle your customer interaction is a very important stage of customer
service.
● Apologize
You should apologize for an issue which has really cause inconvenience to the customer, it shows that you
are really concerned about the customer and ready to help them in the hour of need.

10. Ways to handle customer complains continues...
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● Find solutions
Giving a quick and efficient solution to the customer issue is very important to unblock him from his current
state. You should understand the whole problem, document it clearly, quickly assign it to the concerned
department. Once we get a solution, you should verify it at your end as well as the customer’s end. You
should be absolutely sure that the customer is clear on the resolution and that it met his or her needs. You
must be ending your responses with an inviting question as - "Let me know if there's anything else I can do
for you—I'm happy to help!". These extra steps of making a customer satisfied and comfortable goes a long
way.
● Customer updates
Once we receive an issue, we should quickly start working on the solution along with giving regular updates
to the client on the status of the issue. Once the customer feels that you are doing your best to resolve the
issue, they automatically feel satisfied and content with your customer service.

11. Proactive complaint handling
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The internet has enabled customers to share their reviews and feedbacks on multiple channels, including
common forums, comparison websites, social media networks and more. Without proper handling, even
small feedback and reviews can end up into big ones and we can lose many prospective customers on them.
This means you need automated trackers which can proactively handle various customer complaints over
different media channels. If you respond to online messages with valid reasons for the issues and comments,
many customers will understand that you do care and have a genuine interest in serving customers concerns
and issues. A CRM software provides various automated tracking facilities for customer management to help
identify and resolve customer issues faster.

12. Conclusion
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Lastly, we should understand that we can never have a complaint free business, we cannot keep everyone
customer happy due to many economically and business restrictions. The most important thing to do here is
to acknowledge and communicate with the customer who has raised issues. When you do address the
customer complaint? Do so respectfully, ask questions to get more appropriate information about what they
felt was bad, and provide a solutions to the problems or steps you plan to resolve it.
In this way, we can understand something new about your business and your customer productivity. This
learning experience can be used going forward to generate greater business success.

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