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.
Reply
Israel Olatunji
Working in hospitality you get to just about see every type of person walking through the door. Some are lovely and will greet you with a smile or return a smile. some will complain because they have been stuck in the car with children or a spouse who may nag.
But what I try to remember is if they walk in and they don't appear to be happy its not usually because of you, and we should not take it personally. After all, when they walk in the door they want to see a person who smiles and greets them no matter what.
And things can be fixed and as staff, customers need to see us fix things for them if not straight away but while they are here, for example replace a light bulb in the bathroom should be done ASAP, otherwise you may not like to hear what they have to say in there reviews.
However, there are some unhappy customers that no matter what you do you can't make them happy. I see many customers with chips on there shoulders and they walk around as if the world owes them.
Sorry Israel if I gabble on too much. Great Tutorial
Israel Olatunji
