How to Turn Unhappy Customers into Brand Ambassadors
2 - Fix the Customer, Not the Problem
Problems are facts of life that we experience in every endeavor, whether personal or in the corporate world.
Another fact of life is that not all problems can be fixed or reversed. However, you do have a choice which is the way you respond to an unhappy customer.
When an unsolvable problem is raised by a customer, find ways to make it up to that customer. It might require that you offer a replacement at no extra cost to the customer. The solution might just be in the way you respond to the customer when the complaint was made.
One thing that's for sure is that you have to go out of your way to ensure the customer's complaint is heard and addressed.
Make them feel like they're the most important things to your business, which they are. And never dismiss a customer's complaint no matter how trivial it may seem.
3 - Turn Negative Comments into Positive Outcomes
The internet has made it possible for customers to reach many more people from a single post. The effect can be very damaging as just one negative comment has the ability to reach thousands of internet users within a few hours.
That's why it is important for brands to remain active in the social media space in order to curtail negative mentions.
Your goal isn't to stifle the conversation but to respond to the customer's complaints. To prevent it from escalating beyond manageable proportions, you can add your voice to the discussion. While at it, ensure that you focus on the message and not the messenger while discussing online.