Tips to Deal with the Unsatisfied Customers
Both traditional and online businesses offer lucrative outcomes while operating dedicatedly. It should also be noted that when bringing good fortunes through ample benefits sought, chances are high that you might face usual and unusual issues to handle in the business. So, profits are positive factors to make you feel that escalating trend to move ahead into the path to progress. You can also search for creative ways online to increase your customers. Read this post to turn unhappy customers into valuable resources.
While struggling with tough times due to one reason or the other is something that might annoy it ensures you face such challenges determinedly for incessant success.
Whether you are selling certain products or offering services, it would be a common phenomenon to welcome dedicated and loyal customers as well as counter those that might annoy you too much. Many times some unsatisfied customers would write negative feedback. You should be ready to face all such challenges of any such customers wholeheartedly although they make it tough for your business to sustain.
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The fact remains true that it would be almost next to impossible to satisfy each and every customer you serve. You should therefore remain prepared to face negative feedback from your impatient or unsatisfied customers with total patience and determination. Take that tough scenario as an opportunity to fix up certain loopholes in you that may have been highlighted in your products or services by that particular unsatisfied customer. So, its time you respond to negative feedback positively and with equal ease and sincerity.
It has been proved time and again that a good response to any customer complaint literally re-imposes faith thus it ensures that you receive that particular complaint only once because the perspective of your unsatisfied customer changes due to your dedication in replying a negative feedback. At times, you are brought out of the crossroads through considered and taken for a larger-than-life image they build of you. If you don’t reply to negative comments, your unsatisfied customer would otherwise further get fueled in the anger of revenge. They will consider that you took him/her for granted.
Chances are high that whenever such situations arrive that you ignore comments of the unsatisfied customers, they start writing more insinuating feedback on various social media channels or review sites. Such situations are more perilous than the apologetic replies you could give at the very first juncture.
How you respond to an angry customer would make a big difference between the customers who are satisfied with the resolution and the ones vowing never to consider your business again. If you prepare yourself and are successful in resolving a particular issue, you not only retain a customer but also convert him/her into a valuable resource for the future. In order to build trust and credibility for your business, you must reply to such comments as quickly as possible—whether they are positive or negative. If a problem goes beyond repair, just apologize on behalf of your company to confirm to find a solution to the problem.
Here we bring some vital ways to turn unhappy customers into valuable resources:
1. Listen, listen, and listen
One of the most important points while dealing with an angry customer is to listen with patience. Until you listen to a person, he/she won’t feel satisfied. Take your time out to listen to unhappy customers and think about finding effective solutions for future deals. Whether you communicate over the phone or email or through a face to face communication, you should make your unsatisfied customer feel how closely you’re paying attention to a problem that has been raised.
It is a proven fact that if you find the solution to a problem faster, it will lead to motivate an unsatisfied customer to peruse to delete the damaging comments. You thus retain even an unsatisfied customer.
2. Apologize gracefully
Keep the ego aside and apologize gracefully no matter whether an unsatisfied customer’s complaint seemed legitimate or not. Your graceful apology will bring a big change in one’s behavior even if you can’t undo a problem. At times an angry customer simply expects an apology for a problem and feels contented that one is being perceived right. In the online business environment today, it is an ardent need to turn an unhappy customer into a vocal one to advocate for you to prove a boon in disguise for you to help you survive and grow. Once an issue is resolved, ask them to write reviews and also insistently request that negative feedback that had been posted earlier gets deleted on your ‘request.’
3. Remain calm & try to control the damage
The reality can’t be denied and pushed downwards that negative comments always run faster than positive ones with their too much damage potentialities. Your unhappy customers would not only write their experiences with you online but also propel others, especially their near and dear ones to spread their collective anguish.
In dealing with them from the beginning until the issue gets resolved, you should maintain cool and calm while trying your level best to resolve an issue amicably. Even if your customer yells unnecessarily, you must maintain your calmness and so do you keep a situation under control. If you reply to negative feedback in the same tone of arrogance, it would probably further escalate the problem to turn monstrous.
4. Build a positive reputation
If you are successful in pleasing an unsatisfied customer and building a reputation, then it proves a big reward for you. For sure that person would become more loyal to you than other satisfied customers of yours. Once an individual is in a fully changed mood and starts listening to you, do politely remind him/her to write positive feedback about your company and especially the pleasant experience in getting the issues resolved.
Any of your customers, whose issues are being resolved by your company in one go, would literally feel delighted to share that story of conquering on social media platforms amongst others. Your company can share such reviews on the timeline. Remember, every unsatisfied customer can provide you with the best opportunity to forge a long-lasting positive relationship, provided that it is handled meticulously and with utmost care.
5. Follow up to cement the relationship
Ensure to resolve problems on time and by keeping the requirements of a customer into prime consideration. To a customer’s satisfaction, you must also make a follow-up to receive his/her feedback on how your efforts were perceived. Convince them to contact you immediately if the same problem occurs again. Try to offer them some discounts or free offers as per your suitability to ensure that one of your disgruntled customers is converted into a loyal one.
6. Show empathy
One of the best ways to deal with unhappy customers is to show empathy. Showing empathy does not mean agreeing with the customer’s feedback; in fact, it means you truly understand how they feel.
By feeling the problems of your customers, you can communicate effectively and present your points clearly. Showing empathy will help you to reduce the intensity of the issue and show the customer that you respect them and are ready to listen to them.
7. Don’t take negative feedback personally
If you want to turn unhappy customers into happy customers, the first thing you need to do is don’t take a customer’s anger personally. When someone is not satisfied with your products and/or services, he/she has the right to shout at you, even if you are right.
Learning some tips on how to deal with angry customers face-to-face will also help. But, make sure, you do not take the feedback personally. Taking it personally will bring your own spirits down, which can negatively affect your overall quality of work, health and mental well-being.
8. Avoid negative language
When it comes to handling an angry customer, you must have a grip on the language you use. Customers can shout if they do not find your products or services as per their expectations, but your support teams must be skillful in the language they use. This is a fact that negative or harsh language will only add fuel to the fire; on the other hand, positive language is an ingredient to help to normalize a heated situation.
Although you are right, you should maintain decency in your language while dealing with unhappy customers. A healthy conversation with an unsatisfied customer will help instill confidence in the customer and start to turn a negative situation into a positive one.
9. Give a Personalized Attention
If a customer is dissatisfied with your product or service, he/she wants to have personalized communication with a concerned person. If you ask the customers to fill in forms or automated email in place of personalized attention, it becomes more irritating,
Direct communication helps them feel heard and have a positive experience in resolving their issue. Unsatisfied customers are likely to be very appreciative when the concerned person or even the owner of a company takes the time to pick up the phone and call.
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10. Resolve the issue
The primary goal of your organization when handling an angry customer is to resolve his/her issue. If you discover that you are not able to resolve the issue, be honest with the customer and let them be educated about the situation.
If you can resolve the issue after a certain time, let the customers know about it. Transparent communications always work. Your organization must have policies on how to handle refunds and unhappy customers.
Conclusion: Turn Unhappy Customers into Valuable Vesources
In order to run your business successfully, you not only require having an inflow of potentially new customers but also retaining the existing ones with each passing of the day. To retain those customers who may not be satisfied with your products or services, you need to make additional efforts. Above mentioned points will surely help you in this mission. Remain connected with such customers to literally turn them into the advocates of your company. This way you will be able to improve your products & services through an overhauling of what your company offers.
A retained customer is bound to bring more customers. You shouldn’t thus leave any stone unturned to satisfy each and every customer of yours. We, at SEO Content India, offer high-quality and professional ORM services, SMO services, and SEO content writing services among the bundle of services we offer. To obtain content on real estate niche, food, health, manufacturing, or product description industry et al, do get in touch with us now.
