HOW TO DEAL WITH A DISSATISFIED CUSTOMER – MUST READ!

I know you’re trying to run away from dissatisfied customers. I’m sorry to inform you, as an entrepreneur,  you cannot escape dealing with customers’ complaints at some point in your business and this might have little to do with the quality of your product or service. 

Shall we examine ways to handle dissatisfied customers?

First, you need to understand that complaints are good. I know that might surprise you but it is true and for the right reasons. Feedback of any sort is great for your business because it shows you where you can improve your product or service. (CRM tip 101)

You only get feedback from customers that care. Several customers buy products and don’t give reviews even when dissatisfied. These are customers you may not be able to retain in the long run because you do not have a full understanding of what they want.

However, a customer who takes their time to review your product/service is one you can win over. Through feedback, you get to model your product or service to suit their needs.

There are different types of complaints but for the sake of this article, I will divide them into two: those you can resolve and those you cannot. For the latter, there is no point wasting time addressing this type of complaint because they have no practical impact on your business. These are mostly comments from trolls. However, for the former, there are some basic steps you can take to address such complaints and win over a customer.

To resolve a customer’s complaint, your business, irrespective of its size, must have superior customer service and that entails the following:

1. SPEED

It is necessary to deal with dissatisfied customers promptly. If their patronage is important to you then you must show this by dealing with their concerns as quickly as possible.

2. SHOW EMPATHY

A customer would connect with your business when they perceive that you understand how they feel. A simple statement like, “I can only imagine the inconvenience this has caused you, I apologize…” shows your customer that you’ve put yourself in their shoes and acknowledged the discomfort they are experiencing.

3. PROFFER SOLUTIONS

You should be able to solve your customer’s problem which shows your competence as a business owner. Always have practical ways to solve problems about your business.

In the event where you do not have solutions to certain problems, prepare alternatives. Never be in the position where you leave a customer’s problem unresolved. 

4. DO A FOLLOW-UP

Doing a follow-up shows your customer that you genuinely care. Always check back to see how they are doing after resolving their issue and proffer additional support if needed.

Always remember that non-recurring complaints are good for the business. It helps improve the quality of service.

ALSO READ: USEFUL TIPS ON HOW TO REFUSE AN ORDER