How to Turn Unhappy Customers into Brand Ambassadors
No one wants to see their brands being bashed on the internet, especially by customers who are unhappy with the way they were treated.
An unhappy customer, if unattended to, can lead to grave consequences for your brand. That's why you need to employ effective tactics for finding out and resolving the complaints of those who aren't happy with your brand.
If you're able to do this well, you might end up converting an unhappy customer into a brand ambassador for your business.
This guide offers you 5 effective ways to help you convert unhappy customers into loyal customers.
1 - Let Them Know That You Are Listening
It isn't enough to listen to what your customers are saying; it's important for them to also know that you listen to them. You will hardly find a business without customers having complaints.
It could be that the service they obtained did not match up with their expectations. Or possibly that the customer was rudely attended to by someone in your sales or customer care unit. Sometimes, customers do have troubles getting a refund for a product or service they were not satisfied with.
Every business has got lots of customers that have complaints, so you're not in a unique position for having unhappy customers. What is, however, unique is the way the different companies respond to these complaints.
You might think that the first thing to do when a complaint is received is for your business to immediately resolve the problem.
But it isn't.
It's best to first show empathy by listening to what the customers are saying and what they're not saying. The key is making them feel special, heard, and understood by the business they're dealing with.
Do not lash out in attack or try to defend the position of your company simply because you want to make your boss look good. Listen and acknowledge what it is that your customers are trying to communicate with you.
Once you are able to do this, you can then proceed to resolve the issues they complained about.