No matter how trained and honest your customer service reps are, there are instances where some customers may feel dissatisfied with your product or services. No matter the cause of the dissatisfaction, you have to take steps to remedy the situation to gain the loyalty of the clients who feel dissatisfied. The process of doing this may not be easy and, to some extent, embarrassing, but remember that one dissatisfied client can bring your company down.
Here are the five steps you can take to transform dissatisfied customers into priceless assets.
1. Build a Strong Reputation
When one of your customers is unhappy with your service, the first step is to find out the cause and extent of the dissatisfaction through a DSAT analysis. Once you get your facts right, invite the offended clients for a one-on-one discussion. If they can’t come physically, you can organize a phone conversation.
Tell them how sorry you are and the steps you have taken to remedy the situation. You can offer to replace the product or offer the service without charging them. When they agree to come for the product or service, let them get the best. This will instantly convert them into your loyal customers.
2. Listen to the Customers
Dismissing a disgruntled client or failing to hear their side of the story can hurt your business. The customers will get more outraged and frustrated. Offering a listening ear to your clients makes them feel valued and respected. Sitting an angry client down and listening to them gives them a sense of satisfaction.
Remember that an unhappy client is always very honest. They’ll tell you everything they feel about your company and products. So don’t stop at listening. Let them know the steps you plan to take to prevent the recurrence of whatever they experienced.
3. Damage Control
Today, people have access to several communication channels. Once a customer is dissatisfied, they can instantly post the incident on social media sites like Facebook or Twitter. And within no time, hundreds, if not thousands of people, will be sharing and discussing the issue. This can hurt your company’s reputation. When faced with such a situation, make sure you take damage control measures.
Have your customer representatives respond to the sentiments expressed on social media professionally and, if possible, explain the situation and offer apologies. You can also publish an official statement about the incident and the remedial measures taken on your company’s website. Try as much as possible to protect your company from negative comments.
4. Seize the Opportunity for Improvement
You and your employees should learn from unhappy customers. Once you listen to them, try to improve on the areas they mention. If it’s about customer service, you can invite an expert to train your team. If it’s about the product, make sure the customers’ suggestions are incorporated into your future production.
Once you make the changes, let the angry customers know what you’ve done.
5. Do Everything Possible to Please Angry Customers
Whatever happens, don’t let a customer leave your premises when they are still unhappy. Try as much as you can to make the customer feel special, even if it means giving them more than they asked for. By going above and beyond what they expected, you can win them back.
Let them know how much you value and respect them before they leave your premises.
Converting an unsatisfied customer into a company asset can positively impact your business. Some customers may indeed overreact, but it’s upon you to cool things down and let the customer feel like they’ve won. When you handle an angry customer well until they agree to work with you again, you will have found a loyal partner.