As a store — or business in general — looking to scale, you need to understand that your customers are the lifeblood of your business.
No business with poor customer service stands for too long — that’s if they even stand in the first place.
Luckily, customer service has improved over the last few years with the rise of the internet, social media, and every other idea that promotes long-distance communication.
Only about 4% of dissatisfied customers complain to the company — meaning you probably have way more unhappy customers than the complaints you receive.
Crazy enough, every unhappy customer will likely give about 15 people the negative feedback you’re meant to receive — so you’re already facing bad goodwill that you don’t know about!
Handling customer complaints can be really frustrating and even discouraging, to say the least — but in handling unhappy customers you get happy, sometimes loyal, customers.
In this blog, I’ll give you 8 tips on how to handle the unfortunate event of an unhappy customer.
1. Stay Composed and collected:
Maintaining composure is pretty much the foundation of effective complaint resolution.
No matter how connected you feel with your business, always keep in mind the fact that a complaint is not a personal attack.
Staying calm sets the stage for a rational and constructive approach to the issue at hand.
Take a deep breath, detach emotionally, and approach the situation with a clear mind.
2. Listen intently:
Frequently, customers just want to be heard. Actively listening to their concerns demonstrates empathy and lays the groundwork for a solution. Avoid making assumptions about what the customer needs; instead, let them express their thoughts and feelings. Listening attentively not only aids in problem-solving but also reassures the customer that their concerns are valued.
Listening is crucial not only to complaint resolution but also to general communication.
Most times when customers reach out to you, they might just have one thing in mind: “I just want to air my view”.
Other times it could just be that the customer is having a rough day as we all do once in a while — listening intently can come across as empathetic thus resulting in a smoother customer experience.
3. Be Polite:
Politeness is a powerful tool when it comes to calming tension.
It’s also important to express genuine appreciation for the customer’s feedback and assure them that their concerns matter — even if they seem ever so trivial.
A simple, “Thank you for bringing this to our attention. We genuinely want to understand and resolve the issue,” can go a long way.
In all, setting up a polite, friendly conversation basis sets you well on your way to successfully addressing the complaint.
4. Acknowledge and Apologize:
Acknowledging the problem is the first step in showing the customer that you understand their issue.
Repeat the issue back to the customer, ensuring they know you comprehend their perspective — this is a communication principle and helps both the listener and speaker.
Acknowledging the problem does NOT necessarily imply agreement with their views; it just means that you understand and respect the context they are coming from
Apologize sincerely, regardless of whether the customer’s grievance aligns with your viewpoint.
Apologizing doesn’t necessarily mean admitting fault; it shows the customer that there’s a commitment to resolving the problem and maintaining a positive customer relationship.
With this understanding, you should swallow your pride — as you know it’s just setting the stage to completely resolve the issue
5. Be Inquisitive with them
Once the customer has expressed their concerns and emotions have settled, you can get talking — being as genuine as possible — and ask them questions to clarify the issue they brought up.
Also, ask for additional details to fully understand the situation.
However, you should be careful not to ask questions that had been addressed earlier in the conversation — this will just stir them up again.
Asking thoughtful questions makes the customer feel safe and adds a sense of commitment on your end to resolving the issue and getting it over with.
6. Don’t Waste Much Time
In today’s fast-paced world, promptness is critical in customer complaint resolution. Swiftly address the problem, aiming to find a solution that satisfies the customer. Delayed responses can exacerbate the situation, leading to customer dissatisfaction and potentially negative reviews. Prioritize efficiency without compromising the quality of your resolution.
When dealing with your customers’ complaints, you’ll need to handle the whole situation as effectively and promptly as possible.
Addressing the problem and finding a solution that satisfies the customer should be done as quickly as possible.
If you waste too much time with the customer — either in responding or in coming up with a suitable solution — you might end up infuriating the customer even more.
This can lead to their dissatisfaction and a bad review — which affects your credibility and goodwill.
You must prioritize efficiency without compromising on speedily resolving their issue.
7. Document The Issue and Follow-up:
Documenting the customer’s issue serves 2 purposes.
It helps your business get rid of the source of complaints to avoid similar complaints in the future and gives your business valuable insight to improve certain processes like onboarding and the rest.
Documenting these issues allows for future examination of the issue to find opportunities and patterns for getting better.
Following up with the customer after their complaint must’ve been resolved is a sign of commitment to their satisfaction and leaves them remembering a positive experience overall.
8. Get a Customer Service Email:
Customers should not have to send mail to a generic email for assistance.
Plus, exposing your email address to any and everybody seeking assistance is not ideal, to say the least!
When setting up your store, it is advisable to create dedicated emails specifically designed to address customer concerns.
Consider creating distinct email addresses for various needs, such as customerservice@yoursite.com, returns@yoursite.com, and help@yoursite.com.
This approach ensures that customers feel they are reaching out to the right department.
It also adds a hint of professionalism to your business.
9. Get A Chatbot
Most businesses now have these built into their website.
Getting a chatbot is a smarter option because it allows for quicker response times that improve the quality of your customer service.
Plus, a chatbot is simpler to get and maintain than a Virtual Assistant, however, Virtual assistants are important when the customer’s issue is out of your automated responses.
Conclusion
Recognizing the role customers play in your business is essential for scaling. While only 4% of dissatisfied customers voice their complaints directly, handling their issues is an opportunity to turn them into satisfied, loyal customers. Here are eight essential tips for effective complaint resolution:
Stay Composed and Collected:
Maintain composure, approach issues rationally, and keep a clear mind.
Listen Intently:
Show empathy by actively listening to customers...
Be Polite:
Use politeness as a powerful tool to diffuse tension and express genuine appreciation for feedback.
Acknowledge and Apologize:
Reiterate the problem, apologize sincerely(even if you’re right), and emphasize commitment to resolution.
Be Inquisitive with Them:
Ask thoughtful questions to clarify the issue and demonstrate commitment to resolving the issue.
Don’t Waste Much Time:
Swiftly address the problem for a timely solution that satisfies the customer.
Document the Issue and Follow-up:
Documenting issues eliminates sources of complaints and provides valuable insights. Follow up after resolution for better customer service.
Get a Customer Service Email:
Provide dedicated emails for assistance, creating an organized and professional approach.
Get a Chatbot
Get a chatbot built into your website for quicker response times and better customer service quality.
Click here if you want my team to help you launch and scale your store to $10k/day in profits.
Before You Go, Let’s Keep in Touch⏬
