Even the most successful business will sometimes have customer complaints and customer service issues. One of your greatest challenges is to deal with angry customers who have complaints about your products or services. Whether you’re a Fortune 500 company or a small startup, you can address these issues with confidence if you keep the following tips in mind.
Listen – and learn
Let the customer talk openly so that you can identify their concerns and determine the best course of action. If you argue or interrupt, you could make matters worse. Put yourself in the customer’s shoes so that you can better understand their position. The best way to build rapport with the customer is to apologize first – and then promise to resolve the issue.
Even if the customer is verbally abusive, resist the urge to raise your voice. You should approach the situation in a calm manner so that you can think clearly when responding. Use a calm, soothing tone that will put your customer at ease and keep the conversation focused on the subject at hand.
Know when to compromise
It’s not always possible, but meeting your customer’s demands can lead to a positive relationship going forward. As you’re working toward a solution, emphasize the benefits your customer will receive. Let the customer know exactly what they can expect to happen once the conversation is over.
Reach out to customers
When customers have a question or compliant, where do they turn? The most common place for today’s customers to seek fast help is through social media channels and review sites. You can assume that angry customers will share their negative experience online – and that can be costly. Engage with customers on Facebook, Twitter and other popular consumer sites so that they know you care about their concerns and feel comfortable interacting with your business.
Develop a customer care strategy
Customer service should always be a top priority in your business. Establish a set of policies and procedures that outline expectations for all employees. The more time you can spend considering worst-case scenarios before they happen, the more likely you will avoid them.
The best way to satisfy long-time customers and attract new ones is to provide excellent customer service. In order to make the right first impression, use these recommendations as your starting point.