You can’t make everyone happy. There are going to be times when you have unhappy customers and you (and your team) are going to have to deal with it. Here are some tips for dealing with unhappy customers.
Stay calm. If your customer starts yelling at you, you can’t yell back. It will only make the situation worse; so do everything that you can to stay calm.
Don’t make excuses. Most people try to push blame on others when someone is mad. However, if a customer is unhappy, you are going to have to take responsibility for it and make it right.
Just listen. It is important that you listen to everything that they have to say. Most of the time, unhappy customers just want to vent their frustrations out. You should make sure that you are listening to their concerns and really hear them.
Be sympathetic. Your customers may just need to know that you understand how they feel. For that reason, you should express sympathy for him or her.
Apologizing goes a long way. Make sure that you apologize for their inconvenience. Saying a simple “I’m sorry” goes a long way toward keeping a customer.
Find out what your customer wants. Obviously, your customer called you (or came back in) for a reason. Find out how you can make the situation better, whether you replace the product that is broken or give them a refund.
By listening and finding a solution, you are on your way to keeping your customer. If you get angry and yell at the customer, you are definitely going to lose him or her. For this reason, you need to listen and apologize before you find a solution. If possible, don’t let your customer hang up (or leave) without solving the problem!
Remember, running a business successfully does not need to be complicated. Keep it simple!
For more information on business analysis, business planning, and ways to grow your business profitably, please check out our website www.portalcfo.com.