When responding to a customer complaint, your business should have one main goal, to defend your brand. The first step in the process is to check the information to figure out who wrote the complaint and why they wrote it. This information can likely be found by analyzing the complaint to find hints of information about the author. Normally, those who leave complaints don’t leave their true identity or contact information. Once you find who wrote the complaint, you should put together a response. The complaint response should be well written, should answer the complainant somewhat directly, and should come directly from a respected position within the business with high authority.
The department that worked with the customer should write the response, and it should be edited and signed by the company’s CEO. This will allow for a filtering of the response that will rid it of any emotional attachments. In addition to putting together a response, your company should also check the damage of the complaint. You may also want to check other complaint boards for additional reviews and the search engine rank of the complaint to see how much damage it has or can do to your reputation. If the complaint has initiated a series of additional complaints, your company should look to respond promptly to the complaint. To assess the true spread of the complaint, you can use search engines such as Google, Yahoo, and Bing. With these search engines, you can search the name of your business and see which complaints show up and respond to them from highest to lowest rankings. The goal of the response is for your business to confront the mistake and seek a resolution.
In addition, your company should project a positive image of the business and include alternative methods for complainants to report any issues in the future. This alternative method should include either the website’s testimonial or rating section, using the contact form on the company website, or information for contacting the company CEO. The goal of providing links and email addresses to these in-house sources is to prevent future complaints on third-party websites. The most reliable solution to a complaint is gained through direct contact with the complainant to solve the issue at hand. Once they are satisfied with the results, you should ask the customer if they would be polite enough to remove, edit, or request removal of the complaint. Simply listening to the customer’s concern and coming to a mutual understanding can easily resolve most complaints.