How to Handle Customers Complaints in Canada?

Either because one will always make mistakes when designing a product, provide a service or serve a customer, or simply because there will always be demanding customers who are not satisfied with anything, in every business there will always be customer complaints in Canada. 

 A badly handled customer's complaints in Canada could not only mean one less customer. But also a customer who tells his or her bad experience to other consumers; while a well-managed complaint or claim could mean an opportunity to know what we are failing or can improve, and to strengthen our relationship with the client by making him feel useful and going beyond his expectations.

In this article, we will show you step by step how to handle customer complaints in Canada in such a way that you prevent them from becoming a problem and rather turn them into an opportunity.

Before customers complaints in Canada, the first thing you should do is to face the problem and address the complaint or claim as soon as possible.

If a client approaches you with a complaint or claim, try to stop what you are doing and attend to it, if you send a complaint or complaint through an email, do not allow much time to respond even if you do not have a solution to the problem, and if you have made a mistake, do not wait for the client to let you know, but anticipate your complaint or claim, and come closer or contact him.

Facing the problem quickly will allow you to show the client your interest in helping him, and so appease him, and prevent him from becoming more angry when he has to wait to be treated, and so the situation gets worse.

Once you have quickly addressed the problem, listen carefully to the client to express your customer's complaints in Canada without interrupting or cutting it.

Listening carefully to the client without interrupting or cutting it until you finish expressing your complaint or claim, will not only allow you to understand the problem well, but also know what you are failing or can improve, and above all show your interest in your situation and to help you, and so also appease him.

On the other hand, if you are distracted looking away or interrupted or cut before you finish filing your complaint or claim, not only will you not understand the problem well, but you will also make him more angry as he will see that you are not paying attention.

Once you have listened carefully to the client to express your complaint or claim, show approval for what you just said.

Avoid gestures of annoyance or disapproval even when you think you are not right, and just nod and ask the questions that, in addition to allowing you to make sure you have understood the problem, allow you to show your interest in your case and for helping him, and so also to calm him down.

Show approval will let you let the client know that you have understood the reason for your complaint or claim and that you consider it valid; However, keep in mind that all complaints or claims will not always be valid and that sometimes you will have to kindly let them know that this time you are not right.

Once you have shown approval for the complaint or claim that the client has expressed to you, offer the apologies for the case.

To apologize to the client, you could use phrases such as "I beg your pardon" or "I thank you for making your complaint", and then, if necessary, give you a brief excuse for what happened and promise that it will never happen again.

Apologizing will allow you to let the customer know that you accept your mistake and that you are sorry; However, keep in mind that in case the problem has been just a misunderstanding, just give the explanations of the case.

Once you have apologized, tell the customer the immediate steps you are going to take to solve the problem.

For example, if your complaint was about a defective product, you could tell him that you are going to exchange it for a new one or that you will return his money, if it was for a job or service for which he was not satisfied, you could tell him that you will do it again, and if it was due to bad attention from one of your workers, you could tell him that you are going to do the case investigations.

In case the client is dissatisfied with your solution proposal, you could choose to ask him how he would like you to solve the problem, and if he asks you for another solution, try to satisfy him as much as possible and accept what he asks.

Once you have informed the client of the immediate steps you are going to take to solve the problem, proceed to make them effective.

For example, he proceeds to change a product, to return his money, to do a job or service again, or to do internal investigations on a worker who allegedly treated him badly (for example, by consulting with his superiors, investigating whether there have been others before complaints about him, putting more supervision, etc.).

In case it is a problem that takes time to solve, you could choose to tell the client that you have already started with the necessary steps to solve it and that you will be communicating with it as soon as possible.

Once you have solved the problem, offer the customer "something else" as compensation for their lost time and for the inconvenience they may have had.

For example, if your complaint was for a defective product, once you have exchanged it for a new one, you may choose to provide a discount voucher for your next purchase, or if your complaint was for a job or service for which you did not You were satisfied, once you have done it again, you could choose not to charge it and also offer you an additional job or service for free.

Offering "something else" will allow you to go beyond the expectations of the client, which will most likely remind you to proceed much more than the original problem and, in addition, get a good impression of you more than it could have taken if there had been no complication.

Finally, once you have offered "something else" to the client, follow up on his case to make sure that this time he has been satisfied and that the problem does not happen again.

For example, if your complaint was for a defective product, once you have exchanged it for a new one and offered not to charge it, call it by phone to ask if this time it has been satisfied, or if your complaint was for a bad one. Attention, once you have ensured that it is well attended and you have offered compensation for the bad time spent, give your workers greater control to ensure that they do not make the same mistake again.

Monitoring will allow you to ensure that the problem has been resolved and not repeated, continue to show your interest in the client, and have the opportunity to maintain communication with him, and thus, for example, be able to offer you new products or services that they might be of interest.

Companies must have transparency regarding their products and services and even their suppliers, since the problem may have been caused outside the company. Anyway, if a supplier has broken the deadline and does not deliver a product on time, your company is responsible and must repair the damage caused to customers, after all, it was not the customer that chose the supplier.

Finally, take this opportunity to turn it into something positive, to improve the relationship between the company and the customer. Handle your customer's complaints in Canada by hiring Coracc Technologies.

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