Customer service is the foundation you build your business’s reputation, so it makes perfect sense that you should place it high on your priority list. Even if you’re focused on giving your customers fantastic service day in and day out, you may still wind up with an unhappy customer every now and then.
Don’t panic! It may seem overwhelming, but it IS possible to turn that unhappy customer’s experience into a positive one, and create a loyal fan in the process. Try one of our customer service tips to rectify the situation:
Whether the customer is ultimately right or wrong, you should apologize. After all, from their perspective, it is an unpleasant experience. Make your apology genuine and human to have a real impact on the situation.
2. Make it Right.
You’ve heard the saying “the customer is always right,” but in reality, sometimes they legitimately have received subpar service. In those situations, respond immediately. That might mean replacing the product, refunding the purchase, or simply inviting them back in to give you another try at no cost.
3. Offer an Incentive.
Even if your business is in the right, consider offering an incentive to help smooth over the situation. You just might win over the unhappy customer. It could be as simple as a coupon, or more involved like a refund or a free product or service. Giving an incentive to return to your business may give you another chance to provide great customer service.
4. Ask for Feedback.
If none of the above have made any progress in rectifying the situation, ask the customer for feedback about the situation. Find out what you could possibly do to help them; smooth over the issue or make things right. The solution might be simpler than you think.
Bonus Tip for Service Excellence:
Often, the customer feels better just sharing their opinion. Turning angry customers into happy ones isn’t the most time efficient in creating long-term, loyal customers, so review your customer service practices regularly to make sure you are maintaining exemplary service. This may save you time and effort. Consider the following when you do:
- Make sure your employees fully understand company policy and procedures, as well as, practice good manners at all times while conversing with customers.
- Check to see how long customers generally have to wait. Decreasing wait time will help customers leave with a happy experience.
- Make sure no one is making promises to a customer unless they can deliver on that promise without fail.
- Communicate that in the event you are unable to accommodate a customer’s requests, employees should always take the time to explain why.
- Ask for feedback from customers on a regular basis so you are always getting suggestions about how to improve your business.
Have you dealt with an unsatisfied customer? How’d you come to a solution?