Search

News Feed

Business People Club

How to deal with angry customers?

0 like 0 dislike
67 views
Posted by TwinNut
How to deal with angry customers?

Your comment

Your name to display (optional):
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

1 Comment

0 like 0 dislike
commented by TwinNut
"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back?
It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it.

All is well when it ends well. And until it ends be sure not to panic; no matter how bad it looks. Your customers only want you to do your best when they complain. They can see things that you might miss and every complaint will give you insight on how to improve your business. Here are some tips of handling with complains:

•    Be empathetic and come them down - which means that you should acknowledge the person's feelings (you don't have to agree with them to do that). In the NLP practices this is called "to build rapport". For example, you can say: "I understand how upsetting that might be..."

•    Do not defend yourself - you will surely want to say something to defend yourself - don't! Getting defensive will never help. The issue is not about who is right, it is about helping a disappointed customer and keeping their repeated purchases.

•    Take responsibility - no matter whether you are guilty for the complaint or not, you still represent your company. Therefore, you should take the "blame". By doing that, you emphasize the company's trustworthiness and reliability. If you can't handle the issue alone, be sure to hand the customer off in a classy manner.

•    Make commitments - only that way the customer is assured that something will be done in a precise time interval. You have to state your actions clearly, for example: "Our team will come to your place tomorrow at 15:00".

•    Make some offer before they ask for refund - that's what most of your customers say in cases of dissatisfaction: "We want our money back". But that is the least you want, because it leaves your customer disappointed in your company. You will have to be cleverer and offer them something of a value for their trouble and time before they ask a refund.

•    Do more - every company can do things the regular way. We are sure you can come up with something more. After all, the complaining customer only wants you to be better, and you can use this interaction to prove that you can.

•    Walk the talk - make sure to do what you have promised.

•    Follow up - check back with them after some period. Phone them up or e-mail them and ask if they need anything else and if the arrangement you made works properly. That way you show them that you care and can also trigger word-of-mouth referrals.

At the end, let's use the statistics as a guide: it shows that about seven out of ten complaining guests will do business with you again if you resolve the complaint in their favor.

Related posts

0 like 0 dislike
1 Comment 48 views
0 like 0 dislike
1 Comment 57 views
0 like 0 dislike
1 Comment 50 views
0 like 0 dislike
1 Comment 91 views
0 like 0 dislike
1 Comment 68 views
0 like 0 dislike
1 Comment 44 views
0 like 0 dislike
1 Comment 104 views
0 like 0 dislike
1 Comment 169 views
0 like 0 dislike
1 Comment 70 views
0 like 0 dislike
1 Comment 47 views
0 like 0 dislike
1 Comment 49 views
0 like 0 dislike
0 comments 43 views
0 like 0 dislike
1 Comment 57 views
0 like 0 dislike
1 Comment 45 views
0 like 0 dislike
0 comments 56 views
0 like 0 dislike
0 comments 54 views
0 like 0 dislike
0 comments 49 views
0 like 0 dislike
0 comments 77 views
0 like 0 dislike
0 comments 56 views
0 like 0 dislike
1 Comment 73 views
0 like 0 dislike
0 comments 113 views
0 like 0 dislike
1 Comment 94 views
0 like 0 dislike
1 Comment 98 views
0 like 0 dislike
1 Comment 96 views
0 like 0 dislike
0 comments 55 views
Connect with us:
...