Every business owner has encountered an unhappy customer. Put these methods to work, and you’ll have the tools you need to turn even the most ardent critic into a happy and loyal repeat customer.
Ask the question – “What Happened?”
You may know—or think you know—exactly what went wrong, but it’s also important to ask the customer how they view the problematic course of events. They will may provide a different point of view and you will open a dialogue that shows the customer you value their opinion.
Get to the bottom of the problem.
Once you’ve heard the facts and assured the unhappy customer that you value their opinion, it’s time to assess the next steps to making it right. If a miscommunication occurred, it is best to acknowledge that your team could have done a better job articulating a specific policy.
Offer a solution.
After you have located the source of the conflict and talked with the customer, you can offer a solution that will make things right. Vague assurances are exactly that, vague! You’re more likely to win over an upset customer with specific solutions.
Share the power with your team.
If you want to solve customer service issues, you’ve got to give your employees the power to fix problems and make things right. Issues need to be addressed on the spot. Be action-oriented, genuine, and extend the same responsibilities to your team.
If you are looking for real solutions that get real results, contact the team at R2R Marketing – 1-866-509-7273 or visit our website www.r2rassoc.com to find out how WE can help you simplify your life while keeping your customer happy!
