As a business owner, there are numerous issues beyond your control that may affect the company. You cannot control the number of competitors entering the market or the slowdown in the economy. However, customer service is well within your control.
The business world is highly competitive. No company can afford to lose a client. However, most firms don’t know how to handle complaints and turn them into customer service. Every complaint provides an opportunity to see the business flaws through your client’s eyes. When clients express dissatisfaction in your services, use the opportunity to offer good customer service and restore their faith in your business. These tips will show you how to solidify connections with your clients and improve customer satisfaction.
1. Pay Attention to your Customers
As a manager, you may be tempted to ignore a customer who leaves a painful or rude complaint. However, this will leave the customer angry and may harm your company in the future. Instead, allow the clients to express themselves and be an active listener. Also, take the complaint seriously, however minor it seems to you because it may be a big deal to the customer.
Sometimes, what clients want is to know that someone is listening to them and cares about their opinions. So provide a platform for customers to express themselves because if you don’t, they will complain on social media, which may not be great for your business.
2. Be Kind
Frustration and rage can be dealt with easily if you stay polite. Be patient in hearing what your customers are complaining about and make them feel that you’re on their side. You can tell them that you appreciate their feedback and empathize with the situation. Such a statement will let your clients know that you genuinely care and will work with them to find a solution.
Avoid being defensive, using a negative tone, or arguing with the clients. Instead, be kind to them and create an environment where they can freely express themselves.
3. Be Active on Social Media
In a digital world where almost everyone uses social media, you need to have a strong social media presence. It would be best if you also had a monitoring tool in place so that when an unsatisfied customer complains about your goods and services, you can respond speedily. Ensure that the interaction is public for people to see how you will solve that particular issue. Also monitor review sites and respond to any complaints filed there.
4. Find a Solution
Always appreciate your clients for their feedback and apologize for the inconvenience caused. Let them know that you take responsibility of the issue even if it was outside your control. In addition, take charge and try to provide a solution to the problem. If it can be resolved right away, then go ahead. If not, manage your client’s expectations. Be familiar with what your business can and cannot do according to the set guidelines and never make a promise that you’ll not keep as it will only set you back.
5. Follow up with the Client
A quick follow up days later to ensure that the client is content is the icing on the cake and makes for excellent customer service. This can be in the form of a phone call or email, asking if the customer is content with how the complaint was resolved.
During the follow-up, apologize again and ensure that you’ve handled everything.
Handle Complaints Well
As a business owner, there are no escaping customer complaints. However, how you handle them will determine if you’ll retain customers or lose them altogether. By listening to your customers, you’ll learn about their problems and how to solve them. Besides, your clients will feel appreciated and perceive you as an ally. This will keep them coming back for more and recommending your business to friends and family.
