No matter how well run or popular a business is, there will always be a customer or two who are not 100 percent satisfied. While their frustration can come in any number of ways, how you deal with these customers will ultimately define your business in the minds of your customers.
Whether you use traditional customer service tactics like phone or email support or more Web-geared methods like online chat or social media pages like Twitter or Facebook, the most important thing to keep in mind is that want to turn the angry customer into a happy one that will return and do business with you again in the future.
Earlier today I was reading Mike Michalowicz’ Toilet Paper Entreprenuer when I came across his post entitled How to Handle Unhappy Customers, where real business owners gave some examples of how they deal with unhappy customers. Here are some of the better ones that I saw:
Click here to see the full list.Reassurance And Promptness
Always be prompt in responding to complaints. The customer will feel they are heard. Also reassure them that their happiness with your product is your biggest concern. The customer is always right even when they aren’t ~ Keonna Montague of T.A.K.E. LLP
Free Premiums = Upsell Opportunities
Offer a premium service for free or at a great discount. The performance of this service will upsell the customer for future business. It will also be a good show of integrity and credibility on the part of the business owner ~ Stephanie Treasure of Jamaica Real Estate Guide
Hit Problems Fast
Call the client as soon as you hear about it (I have a web business). Act quickly as problem requires: contact shipping provider; offer to replace or repair something that is not in perfect shape; follow up by phone or email later to see that the client is now satisfied ~ Reena Kazmann of Eco-Artware.com
Blow ‘Em Away
Really listen to the customer and find out what went wrong-get as many details as possible. Find the people in your organization (who have the authority and can deliver) that can go above & beyond to blow this customer’s expectations away.Be unique-don’t just fix/replace a product (your competitor can do that too). It costs far less to keep an existing customer than to gain a new one!! ~ Randi-Sue Deckard of Designing-Diva Studios
Have you had to deal with angry customers in the past? If so, how did you help them out?
Image – Fox Interactive & http://www.thesimpsons.com
