We have all faced those customers that come for a dispute when there’s a problem. The best way to bring them over to your side? Positive approach!
Habitually, all that customers need is someone to sincerely pay attention to them and see things from their viewpoint. Showing empathy and positive approach is the ideal way to accomplish this undertaking. You may want to note that we mentioned Empathy, not Sympathy. Sympathy emotionally sucks you in and clouds your decision and determination skills. We can define empathy as intelligently identifying with or indirect experiencing the thoughts, attitudes or feelings of someone else.
The level of customer satisfaction is capable of being improved based on the way customer complaints are being handled.
A company and its staff need to be proactive to define problems or issues. What is crucial – the way the issues are handled by you and that is what defines your service. When customers complain, it is usually as a result of their needs not being duly handled. When problems arise, they get the feeling they aren't being treated like real people with real frustrations but more like a widget or just one from many. When customers do not feel you’re listening to them, they begin to feel alienated. Statements such as “It’s not our policy to do that" or “We need to follow our policy …” can ruin whatever relationship that may have been developed with the customer over a long time.
In the end, the customer will divert their money and their business to your competitors whose top priority is to serve customers, and if they do it better then you – they win, and you lose.
Handle and respond quickly to all requests and issues with empathy and positive approach with the aim to resolve difficulties as soon as possible and to retain your customers. All they want and expect is for their frustrations to be taken care of. When your product failed to function how it shall be, or a promise was not kept, pay your attention to the customer and their aggravations. It's important that you acknowledge that you fully understand their frustrations with the situation. The fact that a customer picks up the phone to call your company is already a large inconvenience for him means you need to do al what you can to handle and resolve his request with minimal stress
The moment you handle the problem and frustration with empathy and positive approach – you are in the position to resolve the problem in the customer’s best interest. If possible, for example upgrade them to the next product level to compensate in some form for the trouble and time spent. Deliver or ship a replacement expressly at no cost to the customer. Carry out the service once more and ensure that the initial problems are resolved completely.
When you put the best interest of your customers first and resolve issues to their advantage, their expectations will be met and exceeded; they will be delighted and continue to remain loyal to you for a long time.
Compared to customers that were pleased and didn’t have any issues in the first instance, the customers who have encountered some problem and had it resolved to their benefit, become strong advocates of your business.
Visit the section of consumer behavior and psychology courses to learn more.