Dealing With Complaints

A

AbbieRose

New member
When making a business site do you have a link simply for 'contact us' and assume that people would address complaints there, or do you have a specific contact for complaints? Would you think customers would prefer that?
 
I notice alot of places have one generic "contact us" e-mail adress set up. The ones I prefer to deal with have at least a form with a dropdown to choose what you want to contact them for. I hate to think my issue is overlooked because they skipped it in the pile of random garbage.
 
I agree with purple

I've noticed that places with the one overall contact tend to take much longer to address my concerns than companies that have specific department contacts. Whether there are multiple people or not, at least the person is alerted by using that particular email address so they know to deal with the issue right away.
 
I think it is a good idea to have a seperate contact to address complaints. I have never had luck complaining through a general contact and this has caused more frustration on my part.
 
What we do is, we have seperate e-mails for different departments for complaints. If there is an issue, and you send an e-mail out, it gets piped into my ticket system. Then the ticket system issues a text message to all of the employee's that are involved.
 
So if you have a separate email address how do you deal with 'advertising' it? Do you simply list a separate email in the contacts page, or a link to a separate page for complaints, or list it more prominently somewhere?
 
Of course, once a complaint was recieved there would be no doubt about handling it rapidly and diplomatically!

My concern was that; if you make a complaint link really obvious, does it make it seem like you get a lot of complaints? And thus put off new customers?
 
AbbieRose said:
Of course, once a complaint was recieved there would be no doubt about handling it rapidly and diplomatically!

My concern was that; if you make a complaint link really obvious, does it make it seem like you get a lot of complaints? And thus put off new customers?
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Instead of a complaint link I think a suggestion box or feedback form is good to use because adding a complain link will put bad impression for the visitors.
 
I think a postal mail or directly on the phone would be a more convenient way of dealing with complaints as a web host. If you haven't got a phone line seperate and/or you can't allow postal mail, I'm sure just a normal email address complaints[at]yourwebhost.com would be alright.
 
If you are talking about your existing customer complaints then it is better if some sort of ticket system be installed in place. You cannot expect your customers to tell you about their problems through a generic contact form.
 
HostingITrust said:
If you are talking about your existing customer complaints then it is better if some sort of ticket system be installed in place. You cannot expect your customers to tell you about their problems through a generic contact form.
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Or a billing system, yeah, * I was adding to my post above *.
 
Our clients can either address complaints through our general email address info@, submit a ticket or give us a call
 
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