Even the best company, with the best service, will occasionally make mistakes. What matters most is how you handle the situation when issues arise. We’ve included our top 10 tips to best help a dissatisfied customer.
1.Inform the customer as soon as you can – they’re going to find out one way or another – and no news travels as swiftly as bad news. Contacting them first allows you the opportunity to set the tone and break the bad news in the most productive way possible.
2.Get to the point quickly. Don’t draw out the inevitable.
3.If your customer approaches you with a complaint, don’t interrupt. Don’t become defensive or make judgement until you’ve heard all the facts as the customer sees them.
4.Take complaints seriously, even if they seem trivial to you. Remember that problems exist when a customer perceives they exist.
5.Apologize sincerely.
6.Avoid playing the “blame game,” instead focus on fixing the problem. The customer has already decided to blame you and your company, so take responsibility for the problem and solve it.
7.Let your customer suggest solutions or alternatives. Find out their expectations for a solution and follow that if it is reasonable.
8.Do something extra. Recognize the inconvenience caused by the problem and acknowledge that.
9.Listen to your customer, trust their sincerity, and empathize with them.
10.Follow up. After you’ve done everything you can to remedy the situation, follow up with the customer and make sure they are truly satisfied.