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Customers are a company’s most valuable asset. And if you don’t pay heed to what they want, desire, and aspire for, you will lose them sooner or later. Customers become happy when you listen to their views, take their feedback as positive criticism, and provide them valuable solutions. The famous proverb “Customer is always right” puts it right in front of you.
But are you finding it challenging to convert your unhappy customers back? Is it becoming difficult for you to satisfy the needs and wants of your clients? If your answer is yes, you have landed at the right place.
You must hear the customer and get to the crux of the matter. You shouldn’t shrug off the customer’s complaint just because they couldn’t explain the problem accurately. Look at what the customer is pointing at and trace the hints. Customers haven’t manufactured the product, so, in most cases, they cannot explain the technical difficulties. It’s your job to empathize with them and understand the issue.
One significant mistake that companies often make is that they rush to provide an answer. If you do that, the customer may feel offended and think you haven’t gone through the problem thoroughly.
So while dealing with unhappy customers, listen to their problems thoroughly and take time to provide an effective solution.
There are ample reasons that can turn a happy customer into an unhappy one. And sometimes you cannot do anything. Suppose your customer orders a couch and the lorry carrying it to the customer’s address has an accident. You cannot undo the situation. But you can reimburse a part of the money.
Consider another example. You run a big restaurant chain. One day, a high-profile customer visits one of your restaurants and orders his favorite Paneer-do-Pyaza, and to his surprise, he finds a tiny cockroach wriggling through it. You can offer an apology and present him with a new plate of the same dish. Or you can go a step ahead and offer him free lunch for the full month. Situations may vary, but you can always come up with a solution for it.
In today’s world, it’s necessary to build a positive reputation for your company. If customers spread good word-of-mouth about your company’s offerings with their peers and social media, you will see a surge in sales and an increase in your customer base. So positive reputation plays an essential role in helping you connect with more people and maximize your profits.
The best way to this is by providing a positive experience to your customers. Listen to their problems and provide effective solutions. Follow the following mantra: “Promise Less. Deliver More.” Studies indicate that when you exceed customer’s expectations, they become delighted. And delighted customers become loyal advocates. They go out of the line to spread their experience with others.
Gone are the days when people had a limited reach, and bad news traveled at a slow pace. But with the proliferation of the Internet and the rise of social media, the speed has increased rapidly. Today, an angry customer can reach thousands of people and share negative reviews. The icing on the cake is that negative publicity spreads faster than positive one. You must listen to your customers and solve the issue before it spreads like wildfire.
You must have seen many video clips of support agents behaving rashly with customers. It’s crucial to train your support service department on how to deal with customers nicely.
It’s in your hands whether to use customer sentiments positively or negatively. You can choose to pay heed to customer feedback and find solutions to their problems, or you can ignore them. But if you chose to ignore, then be ready to face flak on social media.
Companies need to have happy and loyal customers as they are its biggest asset. Unhappy customers can bring down the reputation of your company that can impact your revenues. Customer Relationship Management (CRM) software allows you to handle all customer aspects — from relationship building and resolving queries to collecting feedback and monitoring social media engagement.
At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at firstname.lastname@example.org
Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.