Dallas Business Consultant Elijah ClarkDallas Business Consultant Elijah Clark

Complaint Repairing Strategy

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.

Responding to an Online Complaint – Example

NOTES:

The idea behind this response is for it to be universal and still someone directly addressing the complaint at hand. By apologizing, stating company facts and promoting the company site, this response can be re-edited and used for any complaint that the company receives.

This structure allows for complaint viewers to gain positive knowledge of the company and for the complainant to gain knowledge either of what went wrong or to contact the CEO rather than another complaint board. In addition, it also allows for any potential unhappy customers to have the contact information of the company’s CEO.

Example response:

________

CompanyEC values all of its customers, especially those who have voiced complaints. It is in our best interest to work with these customers to reach a reasonable and fair resolution. 

Words cannot express how truly sorry we are for some customers who, no matter what we do, are never truly satisfied. This is especially disheartening, as CEC has the solid reputation of providing excellent customer service.

We do all that we can to help meet a fair resolution to their satisfaction. We offer each of our customers 100% money back as long as the website and files are not on their own server. We have always and will continue to refund our customers their deposit if they are not satisfied. If a customer is not happy with the website or other service, we cannot and do not hold their deposit. Nonetheless, once a website is moved to a customers server after their final approval and final payment, a refund can no longer be omitted. This method is in line with our terms of agreement and is recognized industry wide.


CompanyEC, with a customer base of over 2,000, receives less than one half of one percent in complaints. That is an impressively low number compared to the standards of today. We certainly would like to have zero complaints, but that is just not realistically possible.


What you don’t see on this complaint website are all the positive emails and letters we receive daily from customers who are extremely happy with the service and work we have provided for them. We have dedicated a section of our website for customer testimonials located at http://www.CompanyEC.com/testimonials

If you feel that CompanyEC is not taking care of you, I would invite you to contact me at my personal email at [email protected], and I will personally follow up on your issue.

Warmest Regards,

CEO Name

CEO/CompanyEC.

Repairing Strategy – Responding to a Customer Complaint

When responding to a customer complaint, your company should have one main goal and that is to defend its name. Within this process, the first thing that needs to be done by your company is to check the information and try 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 your company finds out who wrote the complaint, you should get together a response for the complainant. This complaint response should be well written, it should answer the complainant somewhat directly and it should come directly from a respected and 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. Things to you may want to check are other complaint boards, user responses and the search engine rank of the complaint.

If the complaint has influenced a negative spread and additional complaints, your company should look to respond promptly to the complaint. To find the true spread of the complaint, you could use search engines such as Google, Yahoo and Bing. With these search engines, you should search the name of your company and see which complaints show up and respond to them from highest to lowest ranked.

The goal of the response is for your company to confront the mistake and seek a resolution. In addition, your company should provide a positive image of the company and alternative methods for complainants to resort their anger. This alternative method should include either the websites testimonial section, using the contact form on the company website or contacting the company CEO. By providing links and email addresses to these other sources, you can prevent future complaints on third party websites from happening.

The best solution comes by contacting the complainant directly to solve the issue at hand, and once they are satisfied with the results, you should ask the customer if they would be polite enough to remove the complaint or request removal of the complaint. Someone simply listening to the customers concern and finding a mutual understanding can easily resolve most complaints. You can prevent future complaints by sending out progress reports to customers and by encouraging customer feedback and satisfaction through these reports. This will allow for small problems to not turn into big problems.

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