"How come the color is different when it arrives, not what I asked for."
"Well, I asked for size M, why were they sent L?"
"I ordered Caramel Macchiato, why did Cappuccino come?"
"When will my goods arrive? How come it's been 7 days and they haven't arrived yet?"
And thousands of other complaints that cannot be mentioned one by one.

Indeed, dealing with complaints requires extra patience. If you respond incorrectly to a complaint, your customer may move to another shop. What's worse, the results of chats or customer anger can spread on social media. The good image that you have worked hard to build can be damaged due to mishandling complaints and complaints from customers.

Business Progress Based on Customer Complaint Results

There is a cause and there is also an effect. There is certainly a reason for customer complaints. The majority of complaints that come from them are not to create a black campaign for your business. However, on the contrary, they complain because they are not satisfied with something, whether in terms of the product or service provided.

Therefore, it is best to handle complaints well and use them as a tool to make your business grow. Reporting from BBC News, citing research from the Pew Research Center, it was revealed that most people under the age of 50 in the United States look at reviews online before buying a new product.

Meanwhile, researcher Michael Luca, who studies the digital economy at Harvard Business School in Cambridge, also researched that ratings on social media also have a good impact on your business. Responding to these complaints and spreading them through social media will not actually make your business fail. Based on his research, complaints on social media can actually affect income by between 5-9%, you know.

This ranking impact can of course also be obtained directly if you sell products on e-commerce. If a complaint comes, you can immediately apologize and resolve the problem so that your review and handling can be published immediately.

Customer complaints are inevitable. Because even though you have tried your best to provide the best service, it is impossible for an entrepreneur to satisfy all customers. So if it is said “Customer is King”, it is true.

But believe me, even if your emotions are boiling, try to respond positively when dealing with any complaints given by customers. Because no matter what complaints a customer gives, they also have a good purpose for the progress of your business too.

Strategy for Handling Customer Complaints and Complaints

Responding to customer complaints and complaints requires a special strategy. Remember, this is where your business image is at stake and can have a negative impact. The reason is, the resulting domino effect can create a bad stigma attached to your business or service.

Then how can you make customers satisfied, and what strategies can you use in handling customer complaints and complaints? Quy, cek langkah strateginya di bawah ini!

1. Responsive in Handling Complaints
Just know. Negative issues spread more easily than positive news. Therefore, responding to complaints quickly can prevent the spread of negative issues regarding your business image. To respond to this issue, you can provide customer service or "mimin", a social media admin who is fast, responsive and transparent.

2. Show Empathy
When facing complaints, you need to show empathy for customers. Think about whether what the customer experienced also happened to you or happened to you. In this way, of course you can empathize and think about what customers feel. So you know how to handle complaints with empathy and provide good communication.

One good communication technique is the sandwich technique, where you can explain the problem in the middle, while you can provide forms of understanding and empathy at the beginning and end. This method is proven to be able to make customers accept the solution offered by you or your employees.

Still confused about how? Don't worry, here are ways of sandwich communication that you can do.

This is an example if you get a complaint about an order that is not available even though it is still listed on the menu.

1. We apologize that the menu you requested is currently no longer available.

2. Because we experienced problems with raw materials to make it.

3. In the future, we will ensure that the menu ordered matches the existing stock of ingredients. We will also synchronize communication between the kitchen and the cashier. If there are any further problems, we will provide a replacement for any drink menu or a discount voucher.

In the statement above, number 1 is filled with an apology, while the cause of the problem is mentioned in point number 2. In point number 3, offer a solution to the customer. In this way, customers can be calmer and their problems can be resolved properly.

3. Apologize and Be Solutive
If one of the employees in your business is negligent and causes a fatal error, there is no other choice but to be chivalrous by admitting the mistake and listening to the complaint calmly and politely. Apart from that, you also need to offer solutions to these consumers. If the customer has chosen your solution option, immediately resolve the problem completely, don't just settle for a promise. After that, continue to monitor the progress of each customer's complaint case until the problem is resolved.

4. Establishing Collaboration with Customers


When building a business, customers are the key to keeping your business afloat. Involve them in the development process of your business by inviting them to play an active role in your business. For example, by regularly asking about the quality of your service products. Can be done directly or through a survey. Don't forget to remain friendly and provide good service. Also ask for feedback on the continuation of their complaints and concerns. Has it been handled well and how satisfied is the resolution of the problem that occurred? If you can do this, it is guaranteed that your customers will be reluctant to move to another one.

5. Positive Review If Issue Resolved
Have you successfully resolved customer complaints or complaints? Yeay, congratulations! If it's finished, you can ask for a positive review from them to restore the image of your business. Apart from that, so that other customers also know how you handle customer complaints. Don't forget to ask customers' permission to publish their positive reviews. For example, by providing interview videos published on social media or asking for ratings and reviews in the marketplace.

6. Make Complaints As Evaluation
Record all customer complaints or complaints that come to your business. Then also use these complaints as evaluation material to improve the quality of the products and services you provide. Then invite your staff to contribute to dissecting complaints together. This is done so that they can also take responsibility and be able to respond quickly to complaints.

7. Thank Customers for Complaints
Give thanks for complaints given by customers to you. Because the complaint is an honest review given by someone who has worked with you. At least you can know how good the quality of the product or service provided to customers is. Apart from saying thank you, you can give them a complement or reward in the form of substitute food for culinary business or other substitute products.

8. Find Out Customer

's Motives


When giving a complaint, generally there will be several motives that the customer wants. Do they want a refund or exchange of goods? Not only that, sometimes customers don't want a refund or exchange of goods, they just want to hear an apology or have their complaint heard properly. Before providing a solution, understanding the motives desired by the customer is certainly very good.

9. Improve Quality
After complaints or complaints from customers have been resolved properly. So try to evaluate and continue to improve the quality of products and services. Provide information about changes or quality improvements to your customers, so that customer trust is maintained.

You can certainly use these nine methods as part of the Standard Operational Procedure (SOP). Make this an obligation that needs to be emphasized to your employees. Apart from that, also create FAQs based on existing cases. So, they can handle it immediately without having to ask again.

Every complaint that comes is certainly not a negative thing that can make your business and heart shrink. Change your thoughts and make this complaint an opportunity to move forward.

Well, now you know how to handle customer complaints or complaints. So that your business continues to run well, let's solve all problems in your business immediately. This is done so that your business image remains upright. Let's start making the rules and socialize them to your employees!

Take advantage of Customer Features in Qasir

You can use one of Qasir's features, namely Customers, to record your customers. That way you can read the frequency of their arrival, what menu they order most often, and other information. This is very useful if you want to provide a reward program for your loyal customers.

For further information about this feature, please read the help menu article by clicking this link. However, if you haven't used Qasir, don't forget to download Qasir here via your cellphone or Android device.

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