It is a sad fact that there will always come a time when your customers will be disgruntled. Despite all the effort and hard work you invest on ensuring that you keep your customers happy, some will not be happy with your service. It is inevitable that there will be the occasional disgruntled customer now and again. So, what can you do under such circumstances?
Stay Calm and Remember It's Not Personal
When a
customer is upset, remember that it is not a personal attack. This is business
it is nothing personal. They are not mad at you as a person but are not happy
with the service rendered. Give them the opportunity to talk for as long as
they need to, not only to get it off their chest, but to thoroughly explain the
problem. What will you be doing in the meantime? Listen!! Listen carefully! You
cannot fix what you don't understand, so be sure to ask the customer enough
questions to learn what is bothering them. By simply listening, the customer
will realize that you are interested in their problem and he/she will
eventually calm down enough to discuss the situation in a positive manner.
Apologize and Empathize
Once you
understand why the customer is upset, apologize. Some business people do not
like the idea of apologising. They feel it is an admission of guilt that you
have messed with the customer. Even if you don't agree with their complaint, apologize.
When you do this you are letting them know you validate them and will work
towards a resolution. This also separates the emotion from the problem. As a
general rule, the expression of empathy to the customer should come right after
the apology. When you feel you fully understand, restate your understanding of
the problem at hand.
Resolve Their Problem, Not Yours
Your
business should have policies in place to prepare people working the front
lines to deal with customer service issues. Empower your staff to resolve all
customer related queries in a satisfactory manner. However, not all situations
are the same and therefore not all remedies should be the same either. If the
disgruntled customer has made it clear what will satisfy him, then do
everything within your power to accommodate that customer. This shows your
commitment to resolving their problem.
Follow Up
Whatever
promises you make to the customer to resolve the issue, be sure to follow up.
Call when you said you would call. Even if you don't have the resolution, let
the customer know you're sticking to your word. This shows the customer that
his/her business is important to you and you're actively working towards
getting things fixed.
Learn From Mistakes
Dealing
with each unpleasant customer should be a learning experience. Customer
feedback should be viewed as an opportunity for change. Keep in mind that not
all customers can be pleased. Some people are just complainers and nothing you
do will change that. But everything you can correct about this situation will
help with future events. Keep improving in areas over which you have control.
Even
though the customer is upset, this is still a sale. He or she has already made
a purchase and you have their money, so make sure your response is timely and
respectful. Customers with complaints simply want you to be aware of the
problem and take the necessary steps to correct it. Sometimes there are no
substitutions, discounts or freebies you can offer that will keep the sale.
Although you may lose this purchase, the attempts you've made to win over the
customer may help retain future sales.
The writer Ed Masau is a Customer Service
International Champion who is passionate about improving the customer
experiences offered by organizations. He writes in his personal capacity
and can be contacted on
eddymasau@gmail.com.
