Complaint management refers to the timely acknowledgment and resolution of the concerns of customers. In efficiently managing your taxi business, complaint management plays a very crucial role which includes being responsive to customer comments so as to prevent future complaints. It may seem to be a time-consuming process but responding to every single complaint is worth the effort.
Tracking complaints and informing your customer on the progress towards the resolution of the complaint helps in retaining your potential customers by earning their trust. Solving a complaint to the satisfaction of the customer has sometimes a tremendous, or even two-fold, impact on the credibility of your brand than offering an exclusive discount. There are chances that you may lose your business and resources due to a badly managed complaint. Here, we look into how to effectively handle negative customer feedback instead of fearing the same.
1. Categorise the complaints that you receive. Try to identify if the complaint is extended by an enemy who wants to spread bad news about your brand or by any of your loyal customers who has passed on a genuine feedback. Remember when you receive a complaint that they are sharing you the areas of weakness which need improvement, and thereby assists you in improving your system and providing a better service. If handled appropriately, you can get a life-long customer and repeat business.
2. You cannot make everyone happy. Accept the fact that nothing is perfect and there is always room for improvement. So be ready to deal with any complaints, especially because feedback will be loud and clear in a transparent medium like social media. Don’t panic as receiving negative feedback is unavoidable. But ensure you have valid points to address grievances if you receive them.
3. Apologise for what has happened. This will make customers feel that you genuinely regret what has gone wrong and will also motivate them to listen to your defences. Be friendly and respectful in your tone, and take responsibility for the problem without passing the blame onto someone else.
4. Build trust. Turn customer displeasure into a positive customer relationship by providing personalised solutions to their concerns so that you don’t lose your customers but rather builds a strong relationship with them.
By gathering valuable customer insights from the complaints you receive, make necessary improvements to achieve increased customer satisfaction thereafter. Some of the best taxi dispatch software is integrated with the rating system and social networking sites to let you know customer feedback on your services.