How to Manage Client Complaints
Misunderstandings sometimes abound when it comes to intangible products like insurance.
Unhappy customers whose problems aren't resolved quickly often spread their misery to others-and this can threaten your existing customer base and limit your ability to attract new clients.
However, when handled correctly, consumer complaints become a useful tool for improving communications, procedures and customer service.
If you'd like to eliminate misunderstandings; keep your customers happy; and grow a successful, thriving business, learn to manage client complaints with finesse.
A Sincere Approach
Customer complaints are simply red flags highlighting issues that need to be dealt with and resolved.
Though annoying and frustrating for everyone, we recommend you take a sincere, proactive approach and use them as a springboard to strengthen your business.
Why?
#1: As mentioned above, unhappy clients breed discontentment. They are much more likely to tell others about their experiences than are happy customers.
#2: Taking things seriously allows you to build long-term loyalty. Simply hearing customers out shows how much you value their business.
#3: Complaints help you document shortcomings, and set a course for change.
#4: Dealing with complaints immediately sometimes means recovering lost sales opportunities.
#5: Regular complaints about a particular employee can tip you off to educational or supervisory needs.
Learning the Secrets
It is possible to deal calmly and effectively with client issues-and come out smelling like a rose.
Here's how:
- Listen
If you want to accurately decipher customer concerns, listen closely and completely-without interrupting. Cutting an irate customer off or posing a solution prematurely only adds fuel to the fire.
Allow your customers the pleasure of knowing they're being heard. It will put the control in their hands and give you a chance to communicate empathy.
- Learn
Don't take client complaints personally. They're actually wonderful opportunities to discover areas needing improvement-before dissatisfied customers walk away empty-handed, never to be seen again.
Motivating yourself and your staff to investigate core problems and make adjustments becomes much easier once you know the real issues involved.
- Track
Give customers numerous opportunities to register their complaints-and make it easy! Some suggestions include:
· Annual customer satisfaction surveys (either online or printed)
· Customer call lines for airing concerns
· One-question polls targeting specific issues
· Web site complaint forms
· Customer complaint cards placed near a collection box in your office
The information you collect using these means allows you to monitor client satisfaction levels and watch for disturbing trends. That way, you can deal with issues right up front.
4. Investigate
Accumulate the information your clients provide in a spreadsheet, database, or within commercially available complaint software.
Then make note of interesting trends and commonalities, noting how often and when each occurs.
These items point to specific causes for concern, and can help you determine whether the problems are staff-, carrier- or product-related.
- Act
Once you've identified problem areas, take action! Deal with difficult employees, clarify policy communications or talk to carrier/s about making needed changes system-wide.
You can transform your weaknesses into strengths by aggressively acting on client complaints. So use your best judgment and resolve issues as soon as possible.
Making Things Better
As an agent, listening to your customers and satisfactorily resolving their complaints helps you grow a stronger business.
So keep your eyes and ears open, formulate a plan and go for it! It'll make things better…for you and for them.
This information was provided by InsureMe, the leader in online insurance leads for the insurance industry. Since 1993, InsureMe has helped thousands of insurance agents succeed in the insurance business by providing top-quality leads that are both detailed and affordable. For more information on InsureMe leads, please visit our agent Web site at www.agent.insureme.com.
