What can we do in order to make sure that we as a company responds properly to an unhappy customer so that we both experience the most pleasant outcome possible? When it comes about delivering a suitable outcome, there are a few mistakes that generally we believe are our first answer, which are:
Refuting what the customer is saying, and subsequently giving them excuses in order to justify our position. What we –most of the times- do not see is that with every displeased customer, we actually win the potential of developing an improved service. Therefore if we are willing to listen carefully we might find that our response can be positive and grateful.
Attention & Empathy:
Take a few minutes to out yourself into other’s shoes. Once you find yourself in a position of making a complaint is –in most of the cases- because you are not content with the quality of the service you are receiving, therefore the damage has already done. On the other hand you as a member of the company must try to connect trough the empathy of what the customer is going through. So, if something was supposed to happen but it didn’t, you must beware that the expectances didn’t met, so beware that what you are going to find is a sad, resentful and generally rude client.
In order to fully understand you must add an extra attention to what the customer has to say in spite of his/her language in order to be able of giving them a proper response. I suggest to analyze your possible solution to the complaint –if there’s any- and think of how you would like to read from a company that had a setback.
You might start with: A more agreeable frame of mind, that let the customer know that he/she is being heard, followed by a smooth apology and your desire of being better. Subsequently you can suggest the solution you have in mind and wait for their response. Take into account that every customer is special, so even if the customer’s complaint is a common one take the time to make them feel heard and avoid jumping to the solution, which might be rude.
Sometimes, you cannot undo the problem, and in order to make your customer less upset you might want to share with them a peace offer. Successful companies do this types of things, because they understand the importance of trust of customer and the potential of what a good action can make. So, if you find a way to make it up to the customer, the level of unhappiness might decrease. Whenever possible, attempt to give your customer additional than they asked for. By delivering even the smallest amount above their expectations, you can make them feel like they are your most valued customer which is exactly the aim.
This business strategy is focused on a log-term goals in terms of credibility and accurate service. Nevertheless, since we always aspire on having more happy customers, when situations where products sometimes break and service providers occasionally fail, you can opt for being reasonable and try to give your best and it is how you make up for the inconvenience that makes the difference. Therefore explore the benefits of distinguish your company from your competition by the method you use to make things correct. Believe it or not customers will come back to your brand over and over again when they know you know how to address any problem.
Rumors are very real, and when it comes to mistakes or poor service in a company, the message would spread at least to your customer’s closest friends. However, nowadays it is viral with internet, smartphones and social media. That why we believe our last advice is so vital in order to keep your reputation, a comfort addition would become handy on unhappy customers. Take into account that negative comments seem to be more contagious than positive ones.
Subsequently when it comes to an unsatisfied customer keep in mind that his/her reaction after you give them a response can be a vital opportunity to turn them around. Try to provide –in all of the cases- a good customer service and make them feel important, because the truth is, they really are.
Express your desire to Improve:
Unhappy customers are always a nice resource for getting honest information about your business, therefore each complaint should be a chance for you to improve or reconsider some management procedures. Take into account that if one displeased customer communicates about a problem, consider how many more have had a similar problem?
So, make sure you let the customer know, how can you improve or what other suggestions can he/she add to your company in order to progress. To sum up, think about how customer’s complications can give a clearer direction towards a constantly service growth. And remember is not the situation, it is how you react what defines your success!