Customer’s service demands are ever-increasing. They have become dynamic, and meeting them requires adopting a customer focused approach. This is necessary if a firm wants to sustain and improve business growth.
Surveys have revealed that most of the customers are willing to pay more to guarantee a good customer service. Bad customer service experiences are one of the main reasons that customers turn to the competitors. So, a company needs to concentrate on providing exceptional customer service, and take efforts to turn disappointed customers into happy and loyal customers.
In this article, we will share some valuable tips on how to handle irate customers and turn them into raving loyal fans.
1. Listen Attentively to the Concerns
One of the most effective ways to make the customers believe that the company cares for them is by simply listening attentively to their concerns. The customer care personnel need to put themselves in the shoes of the customers. They need to fully understand the issue that the customer is facing and see the problem from the customer’s viewpoint. The effort to understand the customer’s concern can help in speedier resolution of the problem.
2. Be on the Customers’ Side
The customer care personnel of the company need to adopt a customer-first mindset. They need to avoid pitting the customers against the company. This requires setting aside any feeling that the customer is at fault, or the company is not to blame for the mistake.
Avoid flat-out rejecting the criticism of the customers. This will make the customer more antagonistic towards the company. It’s better to empathize and agree with the customers. Making the customer think that the customer care personnel is on the customer’s side will increase the prospect of coming to a mutually agreed resolution of the problem.
3. Apologize Immediately
Even if the customer was at fault, the customer service personnel should not hesitate from apologizing on behalf of the company. The customers have every right to complain or air their criticisms. They have paid for the goods and services and expect nothing less than the best. Simply acknowledging their feeling and apologizing for the inconvenience can improve the likelihood of turning the disgruntled customer into a loyal one.
4. Act on the Feedback
Once the concerns of the customer have been known and proper apology is made for the inconvenience caused by the problem, it’s important to take appropriate actions to resolve the issue. Explain the steps that will be taken to resolve the issue, and keep the customer in the loop.
5. Remain Proactive
Avoid waiting for the customers to address their concerns regarding the products or service. Instead, it’s important to take a proactive approach by sending a survey to gauge whether the customers are satisfied with the product, delivery performance, and customer service. Keep an open dialogue with them using digital communication channels to ensure effective customer service.
By responding to the disgruntled customers in a sensible and non-reactive manner, the customer service personnel can turn them into happy and loyal customers. Customer service is an important tool to develop brand loyalty. Companies that focus on improving customer relationship will be able to survive and thrive in the cut throat competitive landscape of the market.