We’ve all had our bad days. And when we do, we default to our comfort food or do something that improves our mood. Much is like turning around a bad customer service to a stellar one. You would think it is impossible to win back a disappointed customer, but the truth is, it is the perfect moment for you to show your best customer service yet.
So just before that unhappy customer walks out and says a negative remark against you, let us guide you how you can convert this unfortunate customer service mishap into a happy ending.
Encourage a dialogue that lets customers air out their concern and frustration.
Experiencing poor customer service can really irritate even the most patient of customers. Respond promptly and appropriately when dealing with a person who just had a bad customer experience. Empathize with their feelings and offer to resolve the problem after you have well understood where the customer is coming from. When you show that you are ready to listen and sincerely apologize for how things turned out, your customers will be more open to hear out your recommendations to remedy the issue at hand.
Offer more than a consolation and provide a fair compensation.
A consolation is providing a momentary solution but not entirely resolving the problem. What you would want to do is to give your customers the assurance that regardless of the issues they encountered, you will compensate for the unsatisfactory customer experience they’ve had. This effort shows that you value your customers and you are willing to spend this much to keep them. And when customers feel their worth, rest assured that they will keep doing business with you.
Monitor the issue and put your best employee to handle the case.
When resolving a customer’s problem, efficient follow up and monitoring is crucial to ensure that no issues will arise again. Especially when the problem has caused too much inconvenience to your customers, guarantee them of the best person to handle the issue. Customers appreciate it when you put high priority on their concerns and will even have good feedback on how your company is fixing the problem.
Note them as V.I.P. customers.
All customers must be treated like V.I.P. because that is how you deliver excellent customer service. However, you need to remember those customers who’ve had poor customer experience because offering them a less than best customer service will give them the liberty to reference back on that instance and pull strings on you. Think of putting a cherry on top of the ice cream, that is how you want your customers to remember the way you serve them — always special — until they totally forget that a bad customer experience ever happened to them.
Let go of the bad apple.
Some customers will intentionally be difficult customers just to get you to give them perks. Use your business acumen and discern properly. When you know that all efforts have been exhausted, and this particular customer still chooses to be unmanageable, you can let that one go but do so with respect. This way, you can focus on providing quality customer service to clients who are truly worth it and saves you from the headache you can do without.
It is inevitable to commit mistakes especially when you face customers day in and day out. Showing your customers how important they are through the things we have mentioned above gives them peace of mind and confidence that they have chosen right in patronizing your brand and doing business with you. Overall, it displays your company’s best practices in turning around a bad customer service into the most satisfying customer experience ever.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!