As a business, you need to be mindful of always working towards providing excellent customer service experiences. But sometimes, things might not always work as you want them to. Sometimes, customers can have a bad experience with you, leading to bad word of mouth for the company. So if a customer has a bad customer service experience, how do you deal with this? In this guide, Jay Holstine takes you through a few steps that can help you recover from a bad customer service experience.
Recovering from a Bad Customer Service Experience by Jay Holstine
Here are a few ways you can deal with customers who are angry because they did not get what they were expecting.
1. Identify What Caused the Problem
The first step is to identify where the problem happened. To ensure this doesn’t become a repetitive issue, you must first identify the root cause of the problem. Was it because of an issue on your supply end or the way that your representatives communicated with the client, or something else entirely? Jay Holstine says that you must first understand the issue before you set out to solve the problem or compensate the customer.
2. Acknowledge the Problem
Acknowledge that this problem arose. Many a time, people go into denial. That becomes an even bigger problem for the company. You can only work towards solving the issue when you fully accept it.
3. Respond Instantly
If an angry customer approaches you and tries to complain about what happened, you need to be one to respond instantly to them. If you keep them waiting, it reflects very poorly on you as a business. So always be very prompt with it.
4. Offer a Solution
Then, offer a solution to the problem. Do they want to be compensated for it? Do they want to reach an agreement with you about something? Speak to the customer and try to understand what they are looking for. When you have a sound idea of that, things naturally fall into place. Offer more than one solution so that customers can choose what they think works best for them.
5. Show Gratitude
As a business, you can only succeed when you have good relations with your customers. Always try to be very thankful to your customers for existing and choosing your business. When you thank them, you show them that they are valued.
6. Show Your Concerns to Improve
Regardless of how much experience you have in an industry, there is always room for further improvement. Focus on talking to the customers about how you aim to improve and grow, bearing in mind their considerations and the pain points they have mentioned. Jay Holstine says this makes the customer feel like an integral part of your business community and allows you to compensate for what went wrong.
Final Words by Jay Holstine
With these tips by Jay Holstine to make it up to the customer after a bad experience, you can work your way through gaining customers for a lifetime. When you make it up to them, you show them that you care about them.