Pay special attention to the final part of the conversation - where it ends. Research confirms that the customers tend to remember what was said at the end of the conversation. If you forget to say goodbye to a customer or end a conversation on a negative note, it will definitely affect customer loyalty and create a further negative attitude towards the company.
A skillful and balanced approach when handling conflict situations is the best way to overcome a customer’s objections and convert him into the category of regular customers. Your client needs to understand that you have heard him and are willing to help resolve the problems. If the customer’s complaints really deserve attention, handle such cases in a timely manner. For example, low service quality, flaws or manufacturing defects, failure to fulfill obligations, etc. definitely require proper attention.
To respond adequately to a customer’s request, you should have a clear understanding of the following points:
- If the client gets back to you after closing a deal, it means that he has some claims or isn’t satisfied with the product or service;
- If the response to the request is not timely, the client can become even more disappointed and you will lose his loyalty to your company forever.
It is not necessary to bring your customers to the extreme point of emotional explosion. In a conflict situation, when a client calls with a claim or complaint, it is important to respond properly and promptly. A disgruntled or unsatisfied customer needs to feel that they are important and that you are interested in solving their problems. When giving an answer to the complaint, make sure that it is specific and competent. Make your text-based communication emotional and allow the client to feel he is important. Let him know that you have heard and understood his problem. You can be sure the client will appreciate it.
"I want to apologize on behalf of our company. I'm sorry to have kept you waiting. Your feedback is of great importance, so it took some time to resolve the issue. We understand your frustration as a result of using the defective product, etc."
If you manage to provide the correct answer that covers all possible objections to a conflict situation, the customer’s dissatisfaction and aggression will be over. A client who has presented you with his claims, and whose claims have been handled with the highest level of attention, will become a regular customer and will create additional advertising for your business.
See more under the courses on communication skills provided by Atton Institute Dubai.