Do you ever feel like your customer service skills need a tune-up? Do you find yourself repeating the same responses over-and-over again without feeling fulfilled that you are actually making a difference? Have you ever been left with an uneasy feeling after dealing with a disgruntled client?
If this sounds familiar, it’s time to get out of autopilot mode!
Odds are you’ve had a customer that was less than happy. It can be a bit of an uphill battle to get them back on your side, but there are some things you can do to start the process.
1. Acknowledge the customer’s feelings
When a customer is feeling upset, make sure you take the time to acknowledge how they are feeling and validate their feelings before offering any solutions.
2. Listen to their concerns and try to understand their perspectives
Utilize empathy to help you understand your customers’ perspectives. When they share their thoughts and feelings with you, listen attentively without interrupting or trying to fix the problem immediately. This will allow for a more productive meeting as it helps build trust in one another.
3. Apologize for any inconvenience caused by the situation, even if it wasn’t your fault
Apologizing to the customer will help them feel better about your company. It can go a long way in resolving conflict. But be sincere.
4. Offer a solution or compensation for the trouble that was caused
A problem can be solved and relationships restored with an apology, but this only goes so far if there is no action plan afterward. Offering solutions shows customers that you care about them enough to ensure things are correctly handled and items put in place to avoid future incidents. This builds trust by demonstrating your ability to do what’s right.
5. Thank them for bringing up their concern and follow-up with an email or phone call to make sure everything is going smoothly again
Keep in mind that sometimes things aren’t resolved the first time around. If you find yourself needing to follow up with an email or phone call, do so! It can be essential for your peace of mind and theirs as well – to send out another response checking in just to make sure they’re doing alright.
The customer is the most essential person in any business. When they come to you with an issue, it’s your responsibility to listen and understand their perspectives. Acknowledge their feelings and offer a solution or compensation for the trouble caused by the situation, even if it wasn’t your fault. Follow these five steps when communicating with an unhappy customer, and you may be able to turn them into one of your biggest fans!
Feel free to contact us if you have any questions about this blog post or wish to discuss a project.
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