Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it's understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.

It's also an opportunity to become the 'hero' in your customer's story. Turning a negative situation into a positive outcome will help win their loyalty and maybe even earn your brand public praise on social media.

So, how do you manage complaints in a way that resolves your customers' issues efficiently and effectively? In this article, we'll provide a breakdown of a complaint management system and offer tips to improve your reputation management processes.