Even the most successful businesses have experienced situations where customers have not been satisfied with the services they have received. Whether their meal was botched in a restaurant, their product was shipped too late, or they were unsatisfied with the items they purchased, customers will be upfront and honest about their concerns. It is crucial to handle these situations strategically in order to mitigate damages and prevent losing future business from that customer, as well as other customers.
Here are five steps in order to turn an unsatisfied customer into a satisfied customer…
Have a good attitude!
Unsatisfied customers may yell or act aggressively while expressing their discontent with the service they have received. Instead of mirroring their body language and attitude, take a deep breath and remain calm. Try to maintain a relaxed and friendly demeanor to avoid further upsetting the customer. One tip that helps in accomplishing this is to look at their complaints as having a positive affect on your company in the sense that your company is improving its abilities by resolving their concerns. The attitude you have going into, and during the conversation, reflects the results of the conversation.
Validate their concerns
While the customer is explaining their concerns, listen actively and make them feel like they are being heard. Reassure the customer that the situation they experienced was not appropriate and does not reflect the intentions of the company. Try using phrases such as…
“It must have been frustrating that…”
“I understand why you are upset…”
“I hear your concerns and…”
These phrases help to validate the customer’s concerns and make them feel as though their complaint is being acknowledged. In addition, make sure to apologize for any inconvenience that this issue has caused. If a customer feels as though you are “on their side,” they may not be as upset if there is nothing you can do to fix their issue.
Find a solution that satisfies both parties
After hearing their concerns, try to find a reasonable solution to appease the customer. Whether it is remaking the order, sending the product in the mail with a waived shipping cost, or redoing the service to their satisfaction, ensure that the customer’s complaints are answered. In addition, if possible try to go above and beyond with the compensation that you are offering. For example: offer a discount or a free service in order to encourage them to use your business again.
Follow up with the customer
After resolving the customer’s issue, make sure to follow up with them via email or phone call to assess if they were satisfied with the service that they received. If you handle an unpleasant situation with a customer well, they may be inclined to recommend your business to a friend!
You handle the complaints in person, we handle them online! Check out our MaxExposure reputation management services and improve your customer service!