Customers are the king for any business. Brand’s reputation mainly rely on customer’s responds. That is why customer service is considered as important for developing brand loyalty. So, never make them unhappy. It is not good for a business at all. I know all your customers are not easy to handle. Therefore, even after trying hard you have some unhappy customers. How about making them happy. Let’s discuss some awesome tips on how to turn unhappy customer happy? Hope this will help you to gain their trust and turned them into a valuable resource.
Listen to them
All the complaints made by your customers mainly says that something was supposed to happen that didn’t. So, when s/he is talking or explaining his problem, don’t react. Once you hear him try to put yourself at his place and guess what you would like to hear on reply now. Agree on his problem. This will make him calm and feel that they’ve been understood. Trying to find instant solution can backfire so take time to get a solution. You can even ask for what solution is he think of. It’s a best way to go in right way.
Do anything to make them delighted
Of course you can’t undo the problem. But at least find a way to make it up to the customer. It can be anything like discount, free gifts, exclusive offer. Then he might not talk about your product but definitely will talk about your customer service. The more effort you give; the more vocal advocate he’ll turned to be in the long run.
Be on customer’s team
Supposed one of your customer wants to return outside the return policy. Don’t say him ‘sorry we can’t’ immediately. Instead say, “It looks like you have passed the return duration, still let me see what I can do for you.” Such way of talking makes them cooperative and satisfy, not an enemy.
Use their insight
Knowing customer’s insight helps to figure out their expectations. Mostly it works when you bring them mental satisfy. Ask for their advice to improve, refer them some other related service or advice, update them with latest collection or service. All these can greatly work to make them fell important client and mentally satisfy.
Keep contact
Always try to be in contact with your unhappy customers. If needed have your manager reach out him directly. It will deliver the message that his satisfaction is a top priority. Also mention how you are planning to avoid previous issue for future.
You now know every unhappy customer is an opportunity to develop loyalty. Dealing unhappy customers successfully just minimize future negative publicity and create chance to be spread out positively.
-Fashionblitzs/Maria
