In the world of business and eCommerce, the expectations of the customers are really high. Though you put in your 100% efforts to keep your customers happy, things go wrong every now and then. The products might break during transportation, the delivery might be delayed due to certain unavoidable circumstances and then the complaints get piled. One can overcome these complaints and make the customers happy using many approaches, one such approach is CRM software.
These are a few ways or tips to manage angry customers:-
Listen to every single detail the customer is trying to tell as the reason behind his upset lies within the words he’s telling, be very keen in observing what the customer is trying to express. Give your complete attention to the customer. Do not interrupt them while they are speaking. This is one of the best ways to understand why the customer is upset and you can make improvements in those areas and make the customer happy.
The first thing to do when there is a mistake from your end is to apologize no matter what. Letting the customer know that you are really sorry for the mistake that has happened is important. A detailed apology tells the customer that you are extremely sorry and that you can understand their frustration for the mistake and they will be convinced and try to give you another chance.
- Show them empathy
Empathy shows that you are really able to understand the problem that they are facing and you really know that they have faced some chaotic situations with respect to the mistake that has occurred. When empathy is shown the customer will understand that you are trying to help them out with the issue and will allow you to correct the mistake.
- Talk to them with a calm tone of voice
No matter how harsh the customer speaks and is not in a position to understand what you are trying to say, never raise your tone of voice as it may lead to disruption in the business deal and give a chance to close the deal. Hence, no matter what the situation is, always talk to them in a calm tone.
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When a mistake has occurred even though you did all your best, it’s okay, the first thing one has to know is to be patient in any situation while dealing with the customer and their issues regarding the service that you have provided. Even if the customer is giving a hard time to you, you should never give up and start being impatient as the first key to the success of the business is to be patient and understand what the customer has to get to express about the problem he or she is facing.
When your patient you get a chance to listen well to what the customer is explaining. When you are capable enough to understand and listen well to the customer and his issues you get a chance to find solutions within the issue that they have specified, when to get to find the solution it becomes easier for you to solve the problem. When the problem is resolved the customer becomes happier and will definitely choose your service for the next time also.
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When there is a problem faced by one customer and if the problem or the issue was not resolved, it is said that the customer would go around telling how bad our product was and that we could not deal well with the problem to his other friends, in today’s era one unhappy customer can make sure that thousands of people get to know how bad the product and service was through the social media. In order to avoid such bad comments or views on the company, the product, and the service, the staff has to be able to resolve the problem very well.
Unfortunately, bad comments reach people very fast and have a high impact compared to good and positive comments. Hence, the staff must be quick enough to respond to the issues and complaints of the customers so that the company’s reputation can be saved much faster even before the customer spreads bad rumors about the company. The louder the conversation gets the faster the negative comments will spread. Therefore, Making unhappy customers happy is an important task to save the company.
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Create a positive reputation
The customer who was once unhappy but now happy will turn out to be more loyal than the customers who did not have any issue. When there arises a problem with the customer and the staff immediately responds to their issue and resolves it patiently with a calm tone and solves the problem, the customer becomes much happier because we spent the valuable time to solve the problem and gave the customer the satisfaction with the product and service. This will tend to make the customer trust your product and service much more and he or she will become a regular customer who will be much valued.
Creating a positive reputation among the customer groups will give a more added advantage to the business as the customer will go around spreading a positive impact on the product and service of the organization. When the positive comments are passed around then it is a given that many more customers will be attracted towards your company, products, and the service. This massive response from many customers will increase the sales and have a positive impact which will help in the growth of the business and lead to more success. Hence, creating a positive reputation by solving the customer’s issues and complaints will lead to a better future in the business career.
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Grab the opportunity for an improvement
Once you have put in all the efforts and hardwood into converting an unhappy customer into a happy customer do not relax and assume that things are done and dusted! Now it is time to put the remaining responsibility into action. The problems that were stated by the customer and the notes and recordings that you have saved down to solve those issues, make sure these mistakes do not repeat with any other customer.
Every complaint that is being taken and solved, is important and worth saving so that these mistakes do not repeat again in the future. These customer complaints and issues can give you an idea about where the business needs to focus and where it has to be improved.
Many customers might be good enough to accept the human error or the system error but not all can understand the issue in one go. Turn the experience with the unhappy customers into a good one where it will be profitable for the business and it will help the sales to increase, drawing the attention of many more customers. Hence, grab each and every opportunity for an improvement so that the organization will get more profitable.
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Despite being very careful and working very hard to satisfy the customer’s needs and making them happy, there might be times where there might be mistakes such as default in the product, delayed delivery and complaints pile, in order to overcome these complaints and negative impact on the business, the staff must be capable enough to solve the problem faced by the customer and must be able to convert the unhappy customers into happy customers so that there is success in the business.