Customers are, what we like to believe, the foundation of a successful business. This primarily means that a customer’s experience of your business carries great significance because customers provide the general insight into your organization and that helps you maintain a strong base for building the structure for your company’s future growth. Where companies go wrong is when they start assuming they’ve done everything they could to satisfy their customers. Because in today’s highly competitive, globalised world it’s definitely not enough to assume that you’re doing everything to keep your customers satisfied. Many companies make websites but fail to make it interactive. A company can provide great customer care just by adding Live Chat to Website
So what we suggest is that you should hear directly from your customers, both satisfied and dissatisfied ones, on a regular basis as it’ll help you maintain and increase customer loyalty. An interesting quote to support this suggestion is that of Mahatma Gandhi, “A customer is the most important visitor on our premises. They are not dependent on us. We are dependent on them. They are not an interruption in our work. They are the purpose of it. They are not an outsider in our business. They are part of it.” You can hear from your customers through your website too. Just Add Live Chat to your Website and they will tell you their problem before going to someone else.
The most difficult type of customers that one has to deal with, are the angry or unhappy ones. According to the White House Office of Consumer Affairs, Washington, DC’s report, “A dissatisfied consumer will tell between 9 and 15 people about his experience. About 13% of dissatisfied customers tell more than 20 people, which will prove harmful for your company’s reputation”.
Now what makes us all wonder is that why is a customer unhappy or dissatisfied? Does the unhappy customer even have a legitimate complaint? Was the item purchased by her or him defected in any way? Was the item they paid for not fit for the reason they bought it for? Because if so, then they’re entitled to their money back by law, so what to do?
So many questions hover in our mind. What’s needed at this point is, for you to be able to say something to save yourself and company’s reputation at stake. But then again, if any of us knew what to say and how to say it, we might actually be able to save ourselves. In fact, we wouldn’t even have an unhappy customer in the first place.
In this article we’ll help you discover five extremely helpful ways, teaching you how to deal with dissatisfied, angry or difficult customers.
Fine-Tune Your Attitude
It’s very important for you to prioritize yourself into a customer oriented mindset. Because not until you change your mind set, you won’t be able to satisfy these dissatisfied customers. By fine-tuning your attitude you’re setting aside all the feelings you might have regarding how you’re not at fault and this mistake’s on your client and not on you, or that you’re being charged with unfair criticism. Most companies make websites that are product/company oriented and the customers feel lost when visiting them. One way of reducing this and showing yourself as a more customer oriented company is that you add Live Chat to your website.
According to Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor, 81% of companies with strong capabilities and competencies for delivering excellent customer experience are outperforming their competition.
All what matters is for you to realize that your client or customer is disappointed, and that it’s entirely up to you to solve his problem and make him happy. Therefore adjusting your mindset is very important so that you can give a 100 percent of your attention to your clients, and focus on their problem.
Learn To Listen
This is the most important suggestion, listen actively to whatever your customer or client is saying because he or she, wants to be heard. Make sure your staff is trained for the best type of communication skills. And knows how to start the conversation with neutral statements, such as, “Please tell me why you’re upset.” Or “Let’s go over what happened,” This very cunningly creates a bond between your client and you, and lets them know you’re there to listen to whatever they have to say/complain.
Make sure you’re patient enough to hear their story first. Don’t interrupt them with a conclusion or solution right away, hear them out first. More like, let them ventilate. Also, make sure you’re actively listening and not just hearing whatever they’re saying.
Once they’ve had their time to explain why they’re upset, make sure you get their story right. So in case you have a doubt regarding something, ask them. So that you can be sure as to whether you’re even addressing the right issue. When you sometimes repeat the problem occasionally, the customer still feels the same bond and tends to overlook it due to the fact that you always listen and care; hence it’s not a big deal if something goes wrong once in a while. It lowers their stress levels because they feel like they were being heard before. More importantly, it’ll be easier for you to solve the problem as the customer would be less agonized considering your past performance.
Apologize and Be Concerned
Once you’ve completely understood your customer’s problem/complaint, be empathetic. Let them feel you understand why they’d be upset. More importantly make sure that your body language also conveys the same message as your verbal communication does. Otherwise it’s pointless.
Provide Them with a Solution
Why is a client unhappy? Because they have a problem, and how can that problem be fixed? With a possible, in your control, solution. There are two ways to do this. If you feel that you know what will make your client happy, tell them how you’d like to correct the situation. This is when you give out the solution.
In case you’re not sure about your customer’s problem or if they dislike your proposed solution, then you ask them what they want, as compensation. If it’s in your power to resolve it, then you get it done.
If your customer is on our website and not happy with it then all the hard work and finances put in are going to waste. To make sure that you give them an impeccable website experience, get your Website Live Support.
If the customers contact you by phone, make sure you get their name and other contact details. As this would help you contact them again for better customer service experience. For example, for a better customer experience, you could send them as a token of apology, a discount/gift certificate. For all of this, try adding Live Chat to your Website as that is an interactive tool designed to communicate with customers.
Once the situation has been resolved, make sure you follow up and check if your proposed solution was helpful. The last but definitely not the least suggestion is for you to reduce the risk of the situation happening again. Find the root of the problem and get it fixed.
It’s very important for you to maintain a certain level of professionalism by staying cool and calm, especially if the client is angry.
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