It’s inevitable that all businesses will encounter customers at some point who are less than thrilled to speak with you. Let's say your company is the roofing contractor I call when my home has water damage as a result of a terrible storm, or the fourth pest control center I’ve tried without success. My frustration and anger isn't usually based on what actions have been taken by you but in this case my expectations might be you solving the problem quickly so I feel relieved. The testimonials that you get from your customers are incredibly valuable to any company. Wherever there is a problem, the solution starts with getting their opinion on what they think needs attention and then fixing it for them - this will help transform unhappy customers into raving fans! On the other hand, getting things wrong can have severe consequences; if we don’t pay enough attention or take action before an issue lingers then our business could be left at risk of losing all its goodwill because of one poorly handled situation.
In this article, we will be breaking down the 4 steps to winning over an angry customer and how you can be the hero they have been searching for.
#1 Listen to Their Concerns
As a customer service representative, it is often necessary to listen to upset customers as part of solving their problem. This can be challenging, as it is important to maintain a professional demeanor while also showing empathy for the customer's situation. However, venting their frustrations can often be helpful for the customer, and it can also give you valuable insights into the problem. By listening carefully and showing that you are willing to help, you can often diffuse the situation and resolve the issue in a prompt manner.
#2 Apologize For What They Are Experiencing
Anytime a customer has a negative experience, it's important that we take steps to make it right. A well-trained team will understand how to properly apologize to a customer and work to find a solution. This not only helps to improve the customer's experience, but it also helps to build trust and loyalty. In order to apologize effectively, we need to understand the customer's perspective and communicate genuine empathy. We also need to be clear about what we're apologizing for and offer a solution that will make the situation right. By taking these steps, we can turn a negative experience into a positive one and build strong relationships with our customers.
#3 Solve Their Problem or Help Lead Them to the Solution
The best way to lead a customer to a solution to their problem is to be creative. You need to think outside the box and come up with a creative solution that will help them feel at ease. Sometimes the customer may not even know what their problem is, so it is up to you to figure it out and lead them to the possible outcomes. If you can do this, then you will be well on your way to leading them to a successful change in experience.
#4 Thank Them For Giving You the Opportunity to Make Things Right
It is always important to show appreciation for someone giving you an opportunity, especially when it comes to angry customers. Saying thank you to a customer for giving you the chance to make it right shows that you value their business and are committed to providing the best possible experience. In some cases, thanking them may even lead to them giving you a second chance. Whether it is a simple mistake or something more serious, taking responsibility and showing appreciation can go a long way in maintaining a good relationship with your customers.
Conclusion
By understanding how to solve customer's problems, you can increase sales and create a more loyal customer base. Applying the principles of problem-solving psychology in your business strategy is essential for success.
At Dedicated Office, we pride ourselves on being experts in customer service. We want to take the burden of customer service off your plate so that you can focus on what you do best- running your business. Our team of dedicated receptionist’s are available to help with any questions or concerns that may arise.
Contact us today to learn more about how we can help you get the most out of your business.
